Responsibilities :
Design and implement IT Service Management processes aligned with ITIL best practices. Define service architecture, governance frameworks, and operational standards. Lead Incident, Problem, Change, and Release Management processes. Establish and monitor SLAs, OLAs, KPIs, and service performance metrics. Drive continual service improvement initiatives across IT operations. Collaborate with business and technology teams to align services with organizational objectives. Conduct process assessments, audits, and compliance reviews. Provide guidance on service transition, service design, and operational readiness. Support ServiceNow/ITSM tool implementation and optimization. Prepare executive dashboards, reports, and service review presentations.