IT Service Management Consultant - Cairo

Summary:

The ITSM consultant is responsible for the deployment and evangelization of IT Service Management and its related processes. He will also follow up and report on the adherence to the ITSM processes in the department and work with other ITSM managers to ensure global coherence. The position's focus is mainly on Process Owner activities but requires a deep understanding of all processes deployed.

Responsibilities:

The primary and routine tasks of the ITSM Consultant are to:

• Manage, report, and communicate on the global performance of the processes he owns
• Own and manage the process backlog stories driving the evolution of the process from A to Z
• Coordinate and facilitate the process across the globe
• Set and enforce policies/procedures for computer systems operation and data processing
• Direct the operations of IT service representatives to ensure effective performance of job duties
• Carry out analysis of an organization’s IT structure to identify operational leaks and effect strategies for improved processes
• Communicate with clients to identify their requirements and facilitate the process for meeting their needs
• Conduct forecasts in order to identify possible future IT challenges and take necessary steps in minimizing risks
• Maintain an up-to-date knowledge of hardware, software and general IT systems by studying relevant publications and participating in educational programs
• Supervise the activities of customer service team to ensure compliance with set customer service standards and procedures
• Maintain accurate inventory of hardware, software, and other relevant technological tools
• Proffer recommendations to management on appropriate action plans for improved services
• Conduct ad-hoc analyses and reporting when requested
• Oversees the compilation and analysis of operational and transactional data and creates high level reports of operational results, including trend analysis
• Provides reporting and analysis to IT leadership and prepares executive summaries
• Presents results, analysis and potential solutions to senior leadership at production review meetings
• Excellent track record of establishing, maintaining and improving technology infrastructures through the use of Metrics and Key Performance Indicators