Key Responsibilities

Be accountable for the implementation and adoption of ITIL processes within the organization.
Coordinate enhancements and ensure the accessibility of the ITSM tool within the organization.
Ensure Proper IT service delivery through T Incident Management, Service request management, event management, and Knowledge Management.
Plan and coordinate new deployments which include support processes and documentation.
Manage day-to-day Service Level Management needs for IT working closely with project managers, head office SLA liaisons, and branch clients to ensure service levels are met and exceeded.
Manage the framework for describing services in an IT Service Catalogue, ensure the service catalog is updated as services are created, and maintain up-to-date service tiering.
Continually review and design improvements to processes, services, and infrastructure to increase efficiency, effectiveness, and cost optimization.
Identify areas of automation in System and Service monitoring.
Be accountable for the Knowledge Management Platform
Provide continuous Improvement of I.T through branch visits, IT Service awareness and workshop training, etc.

The Person
For the above position, the successful applicant should meet the following criteria:

Bachelor’s degree in computer science or IT Related.
Professional Certification in ITIL
At least 5 years experience in Technology, with 3 years experience in Client Support and 2 years experience in Office Automation.