IT Service Management Process Lead
3 days ago
**Who we are**
We are a leading partner for luxury across the Middle East. With more than 600 stores, 300 brands and over 65 years of experience in the region, we have become a major player in the beauty, fashion and gift sectors, by offering service excellence to our partners and delighting all our customers. We are moving fast from a traditional distributor and retailer for luxury in the Middle East, to a hybrid retailer bringing luxury experiences to the fingertips of customers everywhere.
To fuel the next stage of our growth we are looking to build a world class team. From physical retail through to supply chain and customer loyalty, we aim to use technology and data to continuously improve every aspect of our operations. We are looking for top talent to join us on this journey of exploring new horizons together.
The ITSM Lead is an integral part of the Technology Operations team and will build and strengthen our end-to-end enterprise incident management resolution and enterprise problem management functions as well as our Change & Release Management capabilities; you will serve as a focal point for the governance of ITSM frameworks, and operational KPI mechanisms. You will facilitate ITIL standards adherence.
The key aim for the ITSM Lead is to be the quality gate for process change and new technology we can provide to our end users to increase speed, accuracy, reliability, and agility when delivering and supporting change in our environments. You will also need to analyse and report on patterns and trends to improve future service delivery and reduce major incidents. You will then need to take it a step further to ensure appropriate action is taken to anticipate, investigate and resolve any problems in systems and services that will be full documented. This can be done by regular audits, reviews and assessments.
You must have the ability to think strategically, demonstrating an in-depth understanding of current and future trends in the environments manager space, especially in hosted environments, with a sound knowledge and experience of managing agreements with hosting partners.
**What you'll be doing**
- Manage the review, assignment and classifications of incidents, outages and problem cases
- Create and review incident and problem management reports; change and release reports to identify action plans to improve key performance indicators as necessary across all resolver groups and support teams
- Introduces key ITIL disciplines and practical project management techniques to ensure effective end to end problem management
- Ensure proper usage of incident, outage, problem and change management systems and processes
- Perform quality assurance on completed incident, outage, problem investigations and change management records
- Conduct Root Cause Analysis (RCA), Port Mortem and Problem Management meetings
- Ensure that root-cause is established for all major incidents and that a formal RCA is published within agreed SLAs
- Define reporting requirements needed in the management of the incident, outage and problem management processes
- Review incident, outage and problem processes, identify trends and recommend improvements
- Make recommendations for resolution and improvements to mitigate risk and prevent the replication of problems across systems
- Assisting in reassignment of misdirected incidents
- Process Review for Incident/ Problem Management and implement enhancements and document process.
- Responsible for critical event planning for Tech for large events such as Ramadan trade and Black Friday trading periods
- Mentor and assess product teams skills in Incident, Problem and Release
- Ensure proper usage of incident, outage, problem and change management systems and processes
- Perform quality assurance on completed incident, outage, problem investigations and change management records
- Conduct Root Cause Analysis (RCA), Port Mortem and Problem Management meetings
- Monitoring unassigned and taking action where needed
- Design, implement, execute and continually review the daily and long-term strategic management of change & release (including configuration) management of our live product environments within Chalhoub Group. Initial focus will be to set and drive Configuration & Release Management best practices across the live service estate
- Full review of release & configuration management lifecycle to ensure effective processes are embedded into BAU activities. This review includes planning, monitoring and executing transversal releases and recording accurate configuration details for the live production environment at all times
- Assist in forming strategies to optimise IT Change & Release Management across accounts
- Develop and implement procedures to oversee quality control of all configuration changes and releases throughout their lifecycle
- Act as the focal point for all live configuration and centralised release management activities
- Provide operational measurement for re
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