As an IT Service Owner, you will play a pivotal role in defining and enforcing governance practices for our outsourced Service Desk. Your expertise will be instrumental in driving operational excellence, collaborating with diverse stakeholders, and ensuring seamless IT support for our enterprise. This is a strategic position that combines technical prowess, leadership, and stakeholder engagement.

Must-Have:

• Bachelor’s degree in computer science, Information Systems, Business Administration/Accounting, or another related field. Or equivalent work experience. Prefer advanced degree with 3+ years in IT service management or Service Desk leadership roles, with proven experience in managing outsourced IT services.
• Hands-on expertise with Service Now and ITIL frameworks, along with incident management processes.
• Solid understanding of identity and access models, such as Entra ID and role-based access control.
• Excellent analytical, problem-solving, and communication skills, with the ability to present to management.
• Experience leading cross-functional teams, including Communications and service teams, is preferred.
• Familiarity with automation tools and AI solutions for Service Desk operations is an advantage.

Nice-To-Have:

• Proven track record in vendor management, SLA enforcement, and performance monitoring.
• Ability to collaborate effectively with diverse stakeholders and build strong working relationships.
• Manage vendor relationships, ensuring contractual obligations, SLAs, and performance metrics are met.
• Act as the primary contact for vendor escalations and drive service improvement initiatives.
• Define and implement governance frameworks for Service Desk operations, including policies and standards.
• Collaborate with IT teams and business units, providing guidance on Service Desk governance.
• Work closely with adoption and change management teams for smooth transitions during process changes.
• Monitor and analyze service metrics, identifying trends and recommending improvements for user satisfaction.
• Stay updated with industry best practices and emerging technologies to enhance Service Desk capabilities.
• Participate in internal programs, providing architectural guidance and assessments to stakeholders.
• Ensure responsible and compliant IT support practices, partnering with relevant teams.