IT Service Management Team Lead

ROLE PURPOSEUnder the direction of Head of Core Systems & Technology Operations, ITSM Team Lead will oversee and enhance ITSM processes, ensuring alignment with ITIL standards and organisational goals. The role involves strategic planning, process improvement, and managing ITSM tools to increase efficiency and customer satisfaction.KEY RESPONSIBILITIESLead the implementation of a comprehensive ITSM tool, streamlining Request, Incident, Problem, Change, KEDB, Asset Management, and other ITIL processes.Document and enforce IT Service Management policies and processes in line with ISO 20000 standards.Increase process automation life-cycle efficiency to improve service request handling and customer satisfaction.Implement and manage Incident Management processes, ensuring timely resolution and minimising impact on business operations.Analyse and optimise Change Management processes to reduce downtime and enhance system reliability.Execute process improvements to significantly enhance Help Desk operations, ensuring timely resolution of internal customer issues.Establish and maintain an Asset Management database, ensuring accurate tracking and life-cycle management of IT assets.Develop IT Business Continuity Plans and conduct Risk Assessments to enhance organisational resilience.Provide training and support to team members on ITSM tools and best practices.Monitor and report on Service Level Agreements (SLAs) to track the effectiveness of ITSM initiatives.Manage ITSM tool challenges and handle all configuration and workflow changes without third-party support.Focus on enhancing process automation, life-cycle efficiency, and approval models to boost customer satisfaction.Ensure compliance with OLA targets and maintain high qualitative standards.JOB REQUIREMENTSEducation & Special TrainingBachelor’s degree in Information Technology, Computer Science, or a related fieldCertification in ITIL (Foundation minimum; Intermediate or Expert preferred)Experience3 - 5 years of experience in IT service management or IT operations rolesExperience using ITSM platforms (e.g., ServiceNow, Fresh Service, Cherwell)Understanding and working knowledge of the ITIL Service Management framework and process mappingExtensive background in measuring IT services, deliverables, and inputsExperience with PowerPoint presentations and Excel skillsKnowledge & SkillsGood working knowledge of ITIL methodology and ticketing systemGood Knowledge of making creative reportAbility to work independently and to accomplish common goalsKnowledge of technical areas such as application development, network infrastructure, and contingency planningLanguagesExcellent verbal and written communication skill; both in Myanmar and English