Head of IT Operation/Service Management

Job Description

Define and own the ITSM operating model aligned to ITIL 4 / COBIT

Establish, manage, standardize, and continuously improve ITSM processes:

Ensure consistent process adoption across all IT teams and vendors

Own end‑to‑end service performance across infrastructure, applications, and end‑user services

Define, track, and report SLAs, OLAs, KPIs, and experience metrics (XLAs)

Lead the service reviews with business stakeholders

Ensure effective root cause analysis (RCA) and problem resolution

Own ITSM tools and implement service catalogues.

Drive process automation, self‑service, and knowledge management

Lead and develop ITSM, Service Delivery, and Process teams

Champion service excellence across IT and business units



Knowledge / Qualification / Skills

Bachelor’s degree in IT, Computer Science, Engineering, or related field

15+ years in IT, with 10+ years in IT service management leadership

Certified in COBIT or ITIL or ISO 20000

Working experience in

Incident Management

Problem Management

Change Enablement

Service Request Management

Service Level Management

Asset & Configuration Management (ITAM/CMDB)

Understand SLA and vendor performance management

Working knowledge of Continuous Service Improvement (CSI)

Agile or Lean IT (Optional)