ITSM Process Manager


Job Scope
The ITSM Process Manager is responsible for the execution of operational processes like incident management, change management, problem management and knowledge management. In addition, this role will play an important role to develop, introduce, enhance and maintain ITSM tools, especially the internal ticketing platform. The individual should be equipped with strong communication and organisation skills.
Working with managers and senior stakeholders, this new role demands a confident experienced individual with a background and track record in the telecommunication or IT sector.
  • Management & ownership on Incident, problem & change management processes, including:
    • Ownership & Management to MSO’s
    • Active participation in the execution of changes 
    • Tracking the thorough day-to-day execution of incidents & problems 
  • Develop a concept for ITMS tool and ticketing platform
  • Introduce ITSM tools in Epsilon’s environment
  • Maintain the ITSM environment in Epsilon
  • Support management of service catalogue in CMDB
  • Identification of improvements in the performance of all operational processes related to incident management, change management, service requests, and problem-solving.
  • Preparing different reports for the needs of the company
  • Ensuring the rapid recovery of services by determining the steps for their recovery and verifying with 1st level & 2nd level units and suppliers
  • Verification of the classification and prioritization of incidents
  • Notification of incidents and changes according to notification strategy
  • Escalation of incidents when necessary
  • Monitoring Operation Level Agreement (OLAs) in the entire company;
  • Preparation of OLA reports and escalation in case of necessity
  • Performing surveys on the satisfaction of internal users and compiling a report (in terms of operations processes)
  • Preparation of regular reports on incidents & trends; weekly scorecard etc.
  • Periodic revision of services, planning new and/or improving existing ones, together with a risk assessment report;
  • Management of service catalogue in CMDB & Problem management DB

Job Requirements
  • Proven working experience and successful track record in management of ITSM/ETOM processes
  • Good technology background and understanding, ideally in the telecommunications sector
  • Excellent written and verbal communication skills
  • Strong and effective organisational skills including attention to detail and multi-tasking skills
  • Experienced in Microsoft Office & or other project management tools
  • Knowledge of ServiceNow or similar system experience would be an added advantage
  • Project Management Professional (PMP) / PRINCE II certification is a plus or equivalent
  • Bachelor’s Degree in an appropriate field of study or equivalent work experience
  • ITIL or ETOM foundation
  • Knowledge of statistical analysis
  • Good customer engagement experience
  • A team player
  • Ability to resolve conflicts and coordinate multiple tasks with different numbers of affected parties 
  • Ability to identify and solve problems by identifying causes, gather and process relevant information, generate possible solutions, and make recommendations and/or solve a problem