Title:  Advanced Infrastructure Service Management (KPR2C)

Job Description

The Head of IT Services and IT Asset Management is a strategic leadership role responsible for overseeing the IT service delivery and asset management functions. This role ensures the organizations IT infrastructure, support services, and asset lifecycle processes align with business goals, compliance requirements, and industry best practices. The role will focus on optimizing IT service management (ITSM), improving user experience, and driving efficiency in IT asset utilization.

Job Qualification

1. IT Service Management (ITSM) and Operations

• Develop and implement IT service management strategies aligned with business needs.
• Define and monitor service-level agreements (SLAs) and key performance indicators (KPIs) for IT support teams.
• Drive continuous improvement initiatives in IT service delivery and user support.
• Ensure ITIL-based best practices are followed in incident, problem, and change management processes.

2. IT Asset Management (ITAM)

• Establish policies and governance frameworks for IT asset management, including procurement, deployment, maintenance, and disposal of IT assets.
• Ensure accurate tracking, inventory, and compliance of hardware, software, and licenses across the organization.
• Optimize IT asset lifecycle management to maximize ROI and minimize risks related to compliance and security.
• Collaborate with procurement and finance teams to manage IT budget, vendor contracts, and licensing agreements.

3. Leadership and Stakeholder Management

• Lead and mentor IT service and asset management teams, fostering a culture of accountability and excellence.
• Act as a bridge between IT and business functions, ensuring IT services align with organizational objectives.
• Work closely with security, infrastructure, and application teams to ensure seamless IT operations.

4. Innovation and Technology Strategy

• Identify opportunities for automation, AI-driven support, and self-service IT solutions.
• Evaluate emerging IT service trends and technologies to enhance service efficiency and effectiveness.