Own and govern ITSM processes, including Incident, Problem, Change, Release, and Service Transition management.
Ensure all new services are fully operationally ready prior to go-live, including support models, documentation, and SLA definition.
Act as the key interface between project teams, infrastructure, End User Services (EUS), and service operations to ensure alignment across all stages of delivery.
Prevent incomplete or high-risk service handovers from projects into BAU by enforcing transition readiness standards.
Lead the Change Advisory Board (CAB) and oversee change governance processes.
Ensure all changes are properly risk‑assessed, approved, scheduled, and effectively communicated to stakeholders.
Drive reduction in failed changes, emergency changes, and unplanned service outages through strong change control practices.
Manage ITSM tools and reporting, ensuring data accuracy, process compliance, and actio...