ITSM Lead

Is this your next challenge as ITSM LeadService Management or ITSM oversees the incident management, problem management, change management and service level management of DFI.Reporting to Head of Service Management, the Service Management Lead will provide the vision, thought leadership, governance and continuous improvement of the IT Service Management. He will be accountable for ensuring that all ITIL processes are understood and consistently adhered to and executed by product/service owners throughout IT.The challenge is to:Own, promote & governance of IT Service Management covering Incident, Problem, Change and Service Level Management.Driving standardization, implementation, adoption in the Service Management disciplines aboveIdentify areas for IT continuous improvements across the organizationDefine, aligned and document Service Management processes with stakeholders across IT and businesses which will form the Group’s ITIL frameworkFacilitate and govern IT Service Level/Object Level Agreement across multiple functions, businesses and partnersPartner with stakeholders to Define Key performance Indicator (KPI) for various IT ServicesTrack KPI and communicate through Management review meetingsManage exceptions to defined ITSM process when scenario warrants itLead, mentor and develop a team of ITSM staff using a supportive and collaborative approachDo you have experience in?Degree in IT related course10 years of IT careers in different positions with last 5 years in ITSM Management PositionExtensive experience with Incident, Problem, Change and Service Level Management.Timeliness in tracking and analysing KPIUnderstand the end-to-end IT software/system relationship and its process from concept-> design-> development-> testing-> deployment-> operations-> maintenanceGood verbal and written communication skillsAble to effectively communicate with peers and executive leadersLogical analytical skills with agility to towards problem-solvingMuch experience in leading/coaching/empowering remote teamsUp to date ITIL certificationsIf you have the right skills and experience, this is an opportunity to build your career with Asia’s leading retailer.DFI Retail Group is an equal opportunity employer and responsible for ensuring that all personal information collected from each Candidate presented to DFI Retail Group is used for recruitment purposes only and the personal data will be kept and handled confidentially. We will retain the applications of candidates not selected for a period of no more than 24 months. The data collection process is in accordance with all applicable laws and compliant with the Code of Practice on Human Resource Management.To find out more about Our Businesses and Our People, please visit our website: https://www.DFIretailgroup.com