ITSM Process Lead

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Lead the design, implementation, and governance of ITIL processes across the IT organization.Act as the process owner for one or more ITIL processes (e.g., Incident, Change, Problem, Service Request).Monitor process performance and ensure compliance with defined KPIs and SLAs.Collaborate with cross-functional teams to ensure seamless integration of ITIL processes.Conduct regular process audits and maturity assessments to identify areas for improvement.Provide training and guidance to IT staff on ITIL best practices and process adherence.Drive continual service improvement (CSI) initiatives based on data-driven insights.Prepare and present reports to senior management on process performance and improvement plans.Ensure alignment of ITIL processes with business goals and regulatory requirements.Handling escalations

Important Requirements:

Good Understanding of Incident, Problem, Change and Service Request ManagementLean & Agile CultureITIL v3 or ITIL 4 Foundation certification (Intermediate or Expert level preferred).3 days mandatory- Work from Office8+ years of experience in IT Service Management with a focus on ITIL process implementation and governance.Experience in managing ITIL process automation and tool integrations

Skills:

 Experience in process management or a related role, with knowledge of service management principles, processes and best practices.Good communication and interpersonal/ intercultural skills, with the ability to build rapport and maintain positive relationships with teams and internal stakeholders.Strong abilities in lean management, with a customer-centric approach to resolving service-related challenges.Abilities with service management frameworks such as ITILGood knowledge of Michelin IS is a real plus