Technical Lead – IT Service Management

As a Technical Lead - IT Service Management (ITSM), you will

• Lead the implementation of IT Service Management (ITSM) service delivery models.
• Develop, implement, and manage governance frameworks to ensure effective service delivery.
• Prepare and maintain RACI (Responsible, Accountable, Consulted, and Informed) matrices to define roles and responsibilities.
• Oversee migration and integration activities, ensuring smooth implementation and minimal disruption to services.
• Collaborate with stakeholders to align ITSM initiatives with business objectives and service delivery requirements.
• Monitor project progress, track milestones, manage risks, and report on project outcomes.
• Ensure ITSM processes and practices align with established service management frameworks and organizational standards.
• Support change management activities to facilitate successful implementation and adoption of ITSM solutions.
• Leverage service delivery data and analytics to monitor performance and identify opportunities for improvement.
• Apply agile methodologies where appropriate to support effective project execution and continuous improvement.

What You Bring to the Table

• 8+ years of experience in IT Service Management (ITSM) processes, frameworks, and service delivery models.
• Proven experience in project management and implementation of ITSM initiatives.
• Hands-on experience managing migration and integration activities.
• Experience developing and implementing governance frameworks and RACI matrices.
• Understanding of stakeholder management, service delivery governance, and change management processes.
• Experience with cloud-based ITSM solutions is beneficial.
• Knowledge of ITIL or similar service management frameworks; relevant certification is preferred.
• Familiarity with agile methodologies and data analytics in service delivery is an advantage.
• Understanding of healthcare security and governance requirements is desirable.

You should possess the ability to

• Lead implementation activities and coordinate multiple workstreams effectively.
• Communicate clearly and collaborate with stakeholders at different organizational levels.
• Translate business requirements into effective ITSM service delivery solutions.
• Establish clear governance structures, accountability, and decision-making processes.
• Manage project timelines, priorities, risks, and dependencies.
• Oversee migration and integration tasks while ensuring service continuity.
• Analyze project progress and service delivery performance to recommend improvements.
• Adapt to changing business requirements and drive continuous service improvement.
• Demonstrate strong customer focus, problem-solving, leadership, and organizational skills.

What we bring to the table

• An opportunity to lead ITSM implementation and service delivery initiatives.
• A collaborative environment focused on stakeholder engagement and service excellence.
• The opportunity to contribute to governance, migration, integration, and process improvement initiatives.
• A role that supports professional growth in IT Service Management, project management, and service delivery governance.

Let’s Connect

Want to discuss this opportunity in more detail? Feel free to reach out.

Recruiter: Giftson Paul Davidson

Phone: +31 20 369 0609 ; Extn : 151

E-mail: [email protected]

LinkedIn: https://www.linkedin.com/in/giftsonpauldavidson/