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  Ensure that IT metrics are aligned with organizational goals, ITIL processes, and service management standards.
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  Oversee the collection and management of data related to IT operations, including service delivery, processes management, system performance, and user satisfaction.
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  Provide insights into service performance, operational efficiency, resource utilization, and business impact, highlighting areas for improvement.
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  Lead the design of executive-level reports that provide clear, concise, and actionable metrics that guide IT strategy and business decisions
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  Report on SLA performance, highlighting any trends or issues and providing recommendations for improvement.
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  Lead and oversee the configuration, integration, and management of ITSM tools to ensure that they support the organization's needs and workflows.
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  Lead initiatives to enhance the knowledge base, including improving content quality, usability, and knowledge-sharing culture.
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  Regularly audit and update team documentation content to ensure its relevance and accuracy.
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  Develop, negotiate, and maintain service level agreements (SLAs) and operational level agreements (OLAs) with IT.
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  Experience working with vendors and service providers, including contract negotiations, performance management, and relationship building.

Requirements

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  Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field (preferred).
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  6 —8 years of experience.
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  ITIL certification (Foundation, Intermediate, or Practitioner) is often required; other certifications like PMP or COBIT may be beneficial.
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  A solid understanding of IT infrastructure, service management tools (e.g., ServiceNow, BMC Remedy), and relevant IT technologies.
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  Leadership Skills: Strong leadership abilities with experience managing a team, motivating others, and driving results.
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  In-depth understanding of ITIL frameworks and best practices, with ITIL certification (e.g., ITIL Foundation or Practitioner) often preferred.