Incident and Problem Management Practice Owner
Core
Define, govern, and improve IT service management practices across the organization to ensure alignment with business objectives and IT strategy.
Role type
Senior IT Service Management Practice Owner
Builds
ITSM policies, standards, processes, and executive-level reporting on performance and risks
Domain
IT Service Management / ITIL / Quality Management
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
ITSM policy design, ITIL 4 governance, KPI/SLA monitoring, compliance management, executive reporting, ServiceNow administration, training program delivery, ISO/IEC 20000/27001 knowledge
Preferred skills
ITIL Managing Professional certification, quality management/audit experience, IT systems/networking knowledge, business analysis, project management, Microsoft tools proficiency
Technologies
ServiceNow, Microsoft Excel, Microsoft Power BI
Responsibilities
Design and maintain ITSM policies, standards and processes; Monitor performance through KPIs and SLAs; Lead ITIL practice adoption and maturity; Manage ITSM platforms (ServiceNow); Deliver training and awareness programs; Provide executive-level reporting on performance and risks
Seniority
Senior, hands-on IC with strategic oversight
