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Job Description
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Lead the design, implementation, and continuous improvement of ITSM processes including Incident, Problem, Change, Service Request, and Configuration Management.
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Analyze current ITSM processes to identify inefficiencies and implement improvements for optimized service delivery and user satisfaction.
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Manage and configure ITSM tools (e.g., ServiceNow, BMC Remedy) to support ITIL-based processes.
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Integrate ITSM tools with other IT systems and technologies within the organization.
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Troubleshoot and resolve issues related to ITSM tools in collaboration with vendors and internal technical teams.
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Oversee the full lifecycle of Incident and Problem Management to minimize disruptions and enhance resolution times.
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Ensure Change Management processes are effectively followed to reduce risk and maintain policy compliance.
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Work with cross-functional IT teams to ensure timely issue resolution.
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Define, monitor, and report on SLAs to ensure IT services meet performance targets and business needs.
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Collaborate with business units to align IT services with operational expectations.
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Partner with IT, business stakeholders, and vendors to foster continuous improvement in ITSM practices.
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Mentor junior ITSM engineers and staff on tools, processes, and best practices.
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Conduct training sessions for IT and business teams on ITSM tools and processes.
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Generate and present regular reports on ITSM performance, metrics, and improvement initiatives.
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Maintain up-to-date process documentation, knowledge base articles, and best practice guides.
Personal Skills
- Excellent communication and interpersonal skills.
- Excellent technical report skills.
- Very Good command of English.
- Excellent Leadership skills.
- Encouraging collaboration and teamwork.
Technical Skills
• Proficiency in configuring and integrating ITSM tools (e.g., ServiceNow, BMC Remedy)
• Excellent analytical and problem-solving abilities
• Effective communication and interpersonal skills for collaboration with cross-functional teams
• Proven ability to lead process improvements and manage organizational change
Job Details
Preferred Candidate
About This Company
Giza Systems
Giza Systems, a leading systems integrator in the MEA region, designs and deploys industry-specific technology solutions for asset-intensive industries such as the Telecoms, Utilities, Oil & Gas, Transportation and other market sectors. We help our clients streamline their operations and businesses through our portfolio of solutions, managed services, and consultancy practice. Our team of 1000 professionals are spread throughout the region with anchor offices in Cairo, Riyadh, Dubai, Doha, Nairobi, Dar-es-Salaam, Abuja, Kampala and New Jersey, allowing us to service an ever-increasing client base in over 40 countries.