Role & responsibilities

1. ITSM process Lead, ticket lifecycle mastery, SLA control, scheduling/dispatch, stakeholder communications, ServiceNow/JSM/Remedy proficiency, operational reporting
2. Coordinate endtoend IT service delivery across Incident/Request/Knowledge and Change calendars; own scheduling, dispatch, and customer communications.
3. Ensure data quality and audit readiness in ITSM tools; drive knowledge article creation and CSI initiatives
4. Collaborate with internal teams and vendors to unblock work, optimize technician utilization, and improve customer outcomes.
5. Monitor SLA/OLA performance; publish dashboards and escalate risks early; support major incidents and PIR actions.