Develop and lead cross-process compliance and design coordination within the operations team and cross-functionally throughout the IT Organization
Lead the design and implementation of the Assets and Service Management Framework, and Operating Model based on ITSM/ITAM Best Practices
Successfully transforming the IT organization by delivering best practices supporting Service Management and overall Operations Service Delivery
Provide direction and goal-setting on strategy and operations
Contribute to design and solution development activities
Responsible for leading a team of professionals in the areas of service transformation, Service Management, Assets Management metrics and reporting
Define roles and responsibilities for the new Service Management organization
Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB , ITAM and other IT Service Management processes
Define and review the measurement of the services using metrics that include key performance indicators (KPIs) generating and distributing quality reports to measure the effectiveness and value of the services
Provides local/global application support
Develop reports, workflows, scripts, and complex queries within various enterprise service management software tools
Develop enterprise class monitoring and event management integrations and triggers to a single view and alerting channels
Support and maintain service management and Assets management software tool versions and patches
Support and maintain IT configuration management databases, and integrate federated data to a holistic configuration management system
Develop service dependency maps through physical and logical configuration item relationships
Support and deliver IT operational processes manually and through task automation tools
