JOB DESCRIPTION

An IT Service Operations Executive plays a pivotal role in ensuring the smooth functioning of IT services within an organization, leveraging the principles of both IT Service Management (ITSM) and Enterprise Service Management (ESM). This role is crucial in aligning IT services with broader business objectives and delivering exceptional user experiences
1. Strategic Planning and Alignment:
• Service Strategy: Develop and implement a comprehensive service strategy that aligns with the organization's overall business goals.
• Service Design: Design and optimize IT services to meet the needs of both IT and business users.
• Service Transition: Manage the transition of new or changed services into production, minimizing disruption.
2. Operational Excellence:
• Incident Management: Oversee the timely resolution of IT incidents and problems.
• Problem Management: Identify and resolve root causes of recurring incidents.
• Change Management: Control changes to IT services to minimize risk and disruption.
• Configuration Management: Maintain accurate and up-to-date records of IT configuration items.
• Release Management: Plan, schedule, and execute releases of new software and hardware.
3. Service Delivery:
• Service Desk Management: Manage the service desk, ensuring efficient ticket handling and resolution.
• Request Fulfillment: Process and fulfill service requests in a timely manner.
• Capacity Management: Monitor and manage IT capacity to ensure optimal performance.
• Availability Management: Maintain high levels of service availability.
4. Continuous Improvement:
• Performance Monitoring: Monitor key performance indicators (KPIs) and service level agreements (SLAs).
• Process Improvement: Identify opportunities to improve IT processes and workflows.
• Automation: Leverage automation tools to streamline operations and reduce manual effort.
5. ESM Integration:
• Business Service Management: Manage and optimize business services, including those delivered by non-IT departments.
• Customer Service Management: Implement customer-centric approaches to service delivery.
• IT Financial Management: Manage IT budgets and costs effectively
- Report directly to IT Services Director , and aim to leading service support team for both ITSM & ESM

JOB REQUIREMENTS

1. Education level
• University degree in the field of computer science or information systems and 2 years related work experience.
2. Knowledge & Experiences
• ITIL Foundation Certification: A strong foundation in ITIL principles is essential.
• ITSM Tool Proficiency: Experience with ITSM tools like ServiceNow, Jira Service Management, or BMC Remedy.
• Problem-solving and Analytical Skills: The ability to identify and resolve complex issues.
• Strong Communication Skills: Effective communication with both technical and non-technical stakeholders.
• Leadership Skills: The ability to lead and motivate teams.
• Business Acumen: Understanding of business needs and how IT can contribute to organizational success.
• By effectively combining ITSM and ESM principles, an IT Service Operations Executive can drive operational excellence, enhance service quality, and contribute to the overall success of the organization.