Process Ownership:

Own, design and implement the IT Service Management (ITSM) processes, ensuring alignment with global standards and business objectives.

Define, document, and maintain ITSM processes, ensuring clarity, consistency, and adherence to best practices such as ITIL.

Continuously review and improve processes, incorporating feedback from stakeholders and lessons learned from operational performance.

Act as the key point of contact for process-related questions, issues, and escalations.

Manage major incidents, changes, and problems, ensuring they are processed according to the implemented processes.

Collaborate with IT teams and stakeholders to ensure processes are implemented consistently globally.

Provide regular or on-demand reports to Management and Stakeholders.

Business Analysis:

Work closely with IT teams, Management and Customers to gather and d...