Associate Director of IT Service Management

2 months ago

London, United Kingdom FactSet Research Systems Full time

We are seeking an Associate Director of IT Service Management & Strategy to lead and strategize IT Service Management (ITSM) initiatives, with a specific focus on implementing and managing a Configuration Management Database (CMDB) and Change Management processes. As the Director of IT Service Management, you will be responsible for managing, developing, and implementing IT service management frameworks, processes, and practices across the organization.

**Responsibilities**:

- Develop and execute a comprehensive ITSM strategy aligned with the company's goals and objectives.
- Lead the design, development, and implementation of ITSM frameworks, methodologies, and best practices.
- Develop and maintain an accurate and up-to-date Configuration Management Database (CMDB), ensuring it aligns with the organization's infrastructure and service requirements.
- Identify areas for improvement in the Change Management process.
- Collaborate with cross-functional teams to define and streamline IT service delivery workflows, ensuring operational efficiency and effectiveness.
- Drive process improvements and optimizations to enhance IT service quality and responsiveness.
- Develop and monitor IT service performance metrics to measure and report on service levels, identify areas for improvement, and drive continuous service improvement initiatives.
- Collaborate with stakeholders to identify and address ITSM-related risks, issues, and challenges.
- Lead, mentor, and develop a team of IT service management professionals, providing guidance and support.
- Stay abreast of industry trends, emerging technologies, and best practices in ITSM to drive innovation and ensure the company remains competitive.

Minimum Requirements:

- 5+ years’ experience in developing and implementing ITSM strategies, frameworks, and governance models.
- In-depth knowledge of ITSM processes and best practices, including Incident Management, Problem Management, Change Management, and Asset Management.

Critical Skills:

- Strong leadership skills with the ability to guide and motivate teams towards achieving ITSM goals.
- Strong project management and organizational skills to manage multiple priorities and deliver results within specified timelines.

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