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Lead Enterprise Service Management Specialist

2 months ago

Starke, Florida, United States TAP Unternehmensgruppe Full time

Become a pivotal member of our organization as the Director of Enterprise Service Management (ESM)

In this role, you will:

  • Formulate and execute a holistic ESM approach that aligns with client needs and prevailing industry standards.
  • Guide and mentor a team of ESM professionals to enhance their capabilities and deliver successful client projects.
  • Consult and partner with clients to identify their service management obstacles and develop customized solutions.
  • Create and optimize service processes, workflows, and tools to enhance the efficiency and effectiveness of service management.
  • Establish and uphold best practices and standards in the ESM domain, incorporating ITIL and other pertinent frameworks.
  • Oversee and ensure adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) in client engagements.
  • Spot opportunities for process enhancements and innovations within the ESM sector.
  • Collaborate closely with sales teams to advocate for ESM solutions to prospective clients and nurture existing client relationships.

Qualifications:

  • Demonstrated experience in leading a Service Management team.
  • Comprehensive knowledge of IT Service Management (ITSM) and ITIL frameworks.
  • Exceptional interpersonal and communication abilities, with a talent for effective collaboration with diverse stakeholders.
  • Expertise in formulating and executing service strategies and policies.
  • Experience in recognizing and mitigating service-related risks.
  • Bachelor's degree in Computer Science or a related discipline (Master's degree is advantageous).

If you are prepared to embrace this opportunity, we are eager to connect with you.