Job Description 

• Provide end-to-end management of all major IT incidents
• Provide command and control throughout incident resolution processes, managing escalation protocols and maintaining clear communication channels with stakeholders including senior leadership. 
• Perform quality reviews of incident tickets, analyse trends to identify potential major incidents, and spearhead improvement workstreams 
• Carry out problem management activities including facilitating blameless post-mortems, identifying root causes, and tracking remediation actions through to closure
• Chair Change Advisory Board meetings, facilitate change approvals, and drive process improvements for unsuccessful changes 
• Manage service request management processes, including the development of service catalogue items and automated workflows within ServiceNow 
• Develop and implement ITSM strategies, policies, and processes aligned with organisational goals and industry best practices 
• Operationalise ITSM processes through comprehensive training programmes and knowledge transfer sessions. 
• Apply Site Reliability Engineering (SRE) best practices to ITSM process executions and drive workstreams for improvement 
• Partner with ServiceNow Tools team on the enhancement requirements to support strategic needs of ITSM processes 

 Job Requirements 

• Minimum 5 years of experience in IT Service Management or a similar role, preferably in a banking environment 
• Comprehensive knowledge of ITIL framework and ITSM best practices 
• Experience in managing major incident responses and facilitating investigation activities 
• Proven ability to manage communications during high-pressure incident situations. 
• Experience facilitating cross-functional meetings and presenting to senior management. 
• Strong documentation skills for creating process guides and post-incident reports.
• Demonstrate strong coordination abilities and stakeholder management skills 
• Proficiency with ServiceNow platform for managing Incident, Problem, Change, and Service Requests 
• Experience in developing service catalogues in ServiceNow 
• Ability to work effectively in a fast-paced environment 
• Strong analytical, problem-solving, and time management abilities 
• Relevant professional certifications in ITIL or ITSM are desirable 
• Knowledge of SRE best practices would be advantageous