IT Services Management Professionals

KSM is seeking IT professionals with various levels of experience to work on future projects for a large energy company. The projects involve IT Service Management (ITSM) services, designing, implementing, operating, monitoring, and continuously improving IT service management processes.

Requirements

• IT Services Management Lead | Strategic ITSM Manager: Leads teams, ensures services alignment with standards (e.g. ITIL, ISO), with in-depth knowledge of tools like ServiceNow.
• IT Services Management Manager: Oversees daily ITSM operations. Optimizes processes, monitors KPIs, and collaborates cross-departmentally for continuous service improvement.
• IT Services Management Consultant: Provides advisory services for ITSM process implementation/improvement. Expertise in ITIL, ServiceNow, and adaptation of solutions to meet organizational needs.

Benefits

• Mapping and standardization of ITSM processes (Incidents, Problems, Changes).
• Application of a continuous improvement framework based on KPIs and SLA reports.
• Management and monitoring of SLAs between IT departments and business units, checking compliance.
• Creation of performance reports in relation to SLA targets, and review of performance data for services. Review of SLAs.
• Evaluation of IT Service Management services, review based on KPIs. Process optimization through feedback and evaluation.
• Support for certifications (e.g. ISO 20000) and integration of best ITIL practices.