Technical skills 

• Knowledge in industry standards, related to areas defined in: ITIL, Lean Six Sigma, ISO 20000, DevOps is a must

• Good knowledge of cloud technologies, primarily Microsoft Azure & Google Cloud Technologies

• Understanding of Agile / Scrum / DevOps approach to realize business value for the customer

• Skilled in data analytics through reports to assess process health, identify gaps, and recommend actionable improvements.

• Experience managing service management processes, policies, procedures, and guidelines

• Strong leadership skills and the ability to work effectively with business people and IT operations staff

• Ability to lead and motivate cross-functional, interdisciplinary teams to achieve tactical and strategic goals

• Excellent verbal, written and interpersonal communication skills, including the ability to communicate effectively with the Operations, Product and Development teams, management, and business personnel

• Professionalism and commitment which includes investing time outside office hours when deemed required

• Ability to build productive relationships with peers and customers

Description of level of Qualifications

• Bachelor's degree in Information Technology or Computer Science or related discipline or equivalent professional experience

• 8+ years of experience in IT Service Management, with 4+ years professional experience in IT Service Management  

• ITIL Certification is a must: ITIL Managing Professional, Practice Manager certification is a plus

• Familiarity with ITSM platforms (e.g., ServiceNow)

• Demonstrated ability to engage and brief senior leadership and executives

• Exceptional Major Incident communication skills and decision‑making skills under pressure

Experience/Knowledge

• Strong understanding of ITIL framework (ITIL certification preferred).

• Experience with ServiceNow or similar ITSM platforms.

• Excellent communication and stakeholder management skills.

• Analytical mindset with experience in metrics and reporting.

• High proficiency in English (spoken and written).

• Experience of working in a multi-cultural and multi-vendor environment in a multi-discipline team in multiple country locations with sound knowledge in building effective working relationships. 

• Up-to-date market understanding of cloud technologies 

• Experience in technology architecture in an enterprise environment 

• Experience in ITSM process governance 

• Demonstrable experience with Service Operations 

• A strong understanding of IT / Business processes, challenges, and issues 

• Attention to detail and pride in well-presented and accurate work; Strong problem solving, analytical, and independent judgment skills to support an environment driven by customer service and teamwork

• Must be able to work autonomously and independently with minimal guidance

• Open to adopting artificial intelligence and keen to identify and implement automation opportunities that improve ITSM process efficiency, governance, decision-making, and service outcomes.