As a ITSM Assistant Manager, you will be responsible for the following tasks:
Manage the day-to-day operations of ITSM processes and tools, including incident management, problem management, change management, configuration management, service level management, and service catalog management.
Ensure that ITSM processes and tools are aligned with ITIL standards, IT governance frameworks, and business requirements.
Monitor and report on the performance and availability of ITSM processes and tools, using key performance indicators (KPIs) and metrics.
Identify and implement opportunities for continuous improvement and automation of ITSM processes and tools, using agile and lean methodologies.
Lead the design, development, testing, and deployment of ITSM automation solutions, using various technologies and platforms, such as scripting, orchestration, chatbots, RPA, AI, and cloud..
Collaborate with IT and business stakeholders to understand their needs and expectations, and provide guidance and support on ITSM best practices and automation solutions.
Manage the ITSM operations and automations team, including hiring, training, coaching, performance management, and career development.
Manage the ITSM operations and automations budget, ensuring cost-effectiveness and alignment with IT and business objectives..