A senior-level position responsible for defining, implementing, and optimizing ITIL processes while leading service transition initiatives across the organization. This role combines technical expertise with strategic leadership to drive operational excellence, digital transformation and customer experience .

Key Responsibilities:

Process Management 

• Implement processes including Level 3 & 4 process documentation

• Map and optimize process interlocks across service management functions

• Develop and maintain use cases for process implementation

• Lead ITSM tool configurations and implementations (ServiceNow)

• Design and implement customer-specific ITIL operational solutions 

• Establish and maintain operational level agreements (OLAs) 

Integration & Transition Management

• Establish and maintain delivery frameworks for service transition

• Lead business requirements gathering and analysis

• Orchestrate operational readiness activities

• Develop and execute transition strategies

• Implement risk management and mitigation plans

• Design and implement customer-specific service transition plans

• Ensure smooth integration of customer operational solutions with existing ITIL framework

Performance & Financial Management

• Develop and maintain service cost models

• Define and track success KPIs

• Oversee financial planning and budgeting (EASE)

• Generate and analyze performance reports using BI tools

Stakeholder Management 

• Lead cross-functional initiatives

• Manage change management and communications programs

• Engage with external customers

• Drive strategic alignment across teams

• Facilitate customer workshops for ITIL process implementation 

• Coordinate with customers to ensure operational solution effectiveness 

• Provide regular updates on operational solution performance and improvements