Itsm Process Manager

**Job Purpose**:** The ITSM Process Manager is responsible for designing, documenting, implementing, and maintaining enterprise ITSM capabilities and integrations to improve the overall level of service that IT delivers to the business and ensure ITIL compliance for all global service management processes. This SME reports to the Global Service Desk Senior Manager to ensure that best in class ITSM processes are in place and integrated with the ITSM tools to drive more efficiency and to innovate to positive effect. The ITSM Process manager leads the agile implementation of new andr improved ITSM processes through the Global organization, ensuring the best change management strategies are applied to enable stronger IT services performance with a lens on how people experience change at an individual level as well as an organizational level. This role focuses on identifying and responding to issues and opportunities in the ITSM area, researching, developing, and recommending solutions to integrate people, processes, and technologies to improve ITSM operations. The ITSM Process Manager plays a leading role in working with all other teams in IT Operations to improve the overall level of service that IT delivers to the business by defining, implementing and improving the ITSM processes tailored to business needs; he also monitors and reports to keep track that the processes are followed on a correct and consistent manner. **Responsibilities**: - Design and implement new or changed ITSM processes. Drive the associated change management - Audit the correct use of the ITSM processes and the quality of service - "Support and guide co-workers on the use of the ITSM processes. Prepare documents and training material and provide training sessions. - Collaborate with the ITSM tools administration to keep the tools running smoothly - Research to find and analyze new tools, methods, or innovative facts that can be applied to improve performance and quality - Maintain contact with Business leaders and IT Executives to gather new needs or required adjustments related to the ITSM processes **Knowledge, Skills and Experience**: - 8 to 10 Years of relevant work experience is required. - Required Education: Bachelor's Degree in Information Technology - Able to execute instructions and to request clarification when needed. - Able to use common office equipment. - Able to perform basic mathematical calculations. - Able to recognize and attend to important details with accuracy and efficiency. - Able to communicate clearly and convey necessary information. - Able to converse and write effectively in English and other local / regional language. - Able to create and conduct formal presentations. - Able to negotiate skillfully and promote/sell ideas persuasively. - Understand, communicate, and collaborate effectively with people across various identities. - Possesses strong leadership skills with a willingness to lead, create new ideas, and be assertive. - Possesses strong organizational and time management skills, driving tasks to completion. - Able to adjust readily to change and adapt as needed. - Able to constructively work under stress and pressure when faced with high workloads and deadlines. - Able to maintain and promote social, ethical, and organizational standards in conducting internal and external business activities. - Able to work independently with minimum supervision. - Able to maintain confidentiality of sensitive information. - Able to collaborate and build solid, effective working relationships with others. - Able to exhibit ability to be sensitive to the needs, concerns, and feelings of others. - **Working Conditions**: - Consistent non-standard work or overtime as business requires. - Professional, office environment. LI-MM1 **Cultural Competency Requirements**: - Within Tech Data diversity is one of our fundamental shared values. We are a multi-cultural environment and we pride ourselves on being a welcoming place of work where we celebrate inclusion and champion people from a multitude of backgrounds. **Join our team to connect the world with the power of technology