TMF

TMF Group is a leading provider of administrative services, helping clients invest and operate safely around the world. As we’re a global company with 11,000+ colleagues based in over 125 offices across 87 jurisdictions, we actively seek out people with the talent and potential to flourish at TMF Group, whatever their background, and offer job opportunities to the broadest spectrum of people. Once on board we nurture and promote talented individuals, making sure that senior positions are open to all.

We are looking for a highly motivated, proactive & result-driven ITSM LEAD with a strong record of optimizing IT Service Management processes. In this capacity, you will ensure seamless and efficient working of processes by taking charge of essential processes such as incident management, change management, and problem management for various GTS departments predominantly operations. Your commitment to adhering to ITIL best practices will be paramount in maintaining high standards of service quality.

The IT Service Management (ITSM) Lead will play a crucial role in shaping the future of our IT services by driving the comprehensive design, implementation, and continuous management of IT service delivery processes. In this position, you will leverage the ITIL framework to enhance service performance, ensuring that we are not only meeting but exceeding expectations in our IT interventions. Your responsibilities will include monitoring key performance indicators (KPIs), analyzing results to uncover areas ripe for improvement, and applying targeted strategies to optimize the entire IT service lifecycle. Create process driven cultures, inculcate change protection, stabilize/reduce service disruptions, expand learnings from root causes through robust governance of processes.

Collaboration will be at the heart of your efforts, as you will engage with various stakeholders—both technical and non-technical—to align IT services with overarching business goals. Your ability to communicate effectively and foster strong relationships across the GTS organization will be vital in achieving these objectives and driving continuous improvement in our IT service capabilities.

The responsibilities of the position may extend beyond those mentioned here, encompassing additional duties as required.

• ITSM Process Governance and Optimization: Lead the design, implementation, and ongoing improvement of ITSM processes in accordance with industry best practices (ITIL, etc.). This includes developing and maintaining process documentation and ensuring adherence to established procedures. 

• Audit and Compliance: Oversee internal and external audits related requests, ensuring compliance with relevant regulations and standards. Develop and maintain audit tracking and reporting mechanisms. Conduct regular audits and assessments of procedures, identifying potential areas for enhancement and implementing innovative solutions to optimize service delivery. 
• Configuration Management Database (CMDB): Your role in controlling the integrity of the CMDB will be fundamental to achieving improved visibility, control, and efficiency in our IT operations, enabling better service delivery and heightened organizational responsiveness to changing business needs. 
• Knowledge Management: Lead the implementation and management of knowledge management tools and processes, facilitating knowledge sharing and self-service capabilities for IT staff and users. 
• ITIL Knowledge: Familiar with ITIL (Information Technology Infrastructure Library) principles, reflecting an understanding of best practices in IT service management. 
• ITSM Tool Management: Oversee the selection, implementation, and ongoing management of ITSM tools, ensuring optimal performance and integration with other systems. 
• Team Interaction: Guidance to GTS teams, fostering collaboration and a culture of continuous improvement. Effectively interact with stakeholders across various levels of the organization. 
• Communication and Reporting: Develop and deliver regular reports on governance performance, highlighting key metrics and identifying areas for improvement. Effectively communicate updates and information to stakeholders. 
• Data Analysis and Correlation: Perform data analysis to identify trends, correlations, and root causes of IT issues. Leverage data insights to drive process improvements and enhance decision-making. 
• Change Protection: Enculturate a culture of change protection, ensuring smooth transitions during IT system updates and process changes. Develop and implement change management strategies to minimize disruption. 
• Control and Advancement: Identify opportunities to streamline reporting and reduce system degradations/outages, focusing on key performance indicators (KPIs) that provide actionable insights. Review and recommend changes to the IT Leadership Team and support processes to ensure a continuous improvement of support processes. 
• Stable Working Platform for Business: Ensure the stability and efficiency of the IT platform, providing a reliable and supportive environment for business operations. 
• Vendor Governance: Oversee the management and tracking of services related to vendors, internal teams ensuring compliance with contracts and service level agreements (SLAs). 
• Stakeholder Management: Confident in engaging C-Level stakeholders, influencing decisions, and effectively communicating IT strategies and objectives. 
• Meeting Management: Prepare agendas, facilitate meetings, distribute and track minutes. 
• Support for Other GTS Teams: Provide support and collaboration to other teams within the Global Technology Services (GTS) organization as needed. 
• Documentation: Maintain accurate and up-to-date documentation related to processes, tools, and procedures. Proficient use of MS Excel, PBI, MS PowerPoint for reporting and presentations
• Conduct regular evaluations: Initiate improvements and manage budget allocations effectively. Facilitate training and knowledge-sharing sessions for teams and new hires to ensure proper incident management and prevent major incidents from recurring. 

•  ITIL Certification 

• ITSM Tool Exposure (BMC Helix preferred) 
• Organizational Skills 
• Excellent Communication and Stakeholder Management 
• Analytical and Problem-Solving Abilities 
• Process Improvement and Continuous Improvement Mindset 
• Delegation and Work Management 
• Proactive team player with a keen eye for detail 
• Customer-Centric Approach 
• Cross-Cultural Competence 
• Project Management 
• Technical Proficiency 
• Risk Management 
• Training & Mentoring 
• Audit and Compliance 

Key Qualifications: 

• 12-14 years of experience with a proven track record of re-engineering processes, governance, control, stake holder management. 
• Preferred Qualifications: Bachelors/Masters 
• Deep understanding of service improvement, Six Sigma BB framework and other best practices. 
• Strong analytical, problem-solving, and decision-making skills. 
• Excellent communication, interpersonal, and leadership skills. 
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, PBI). 
• Experience in compliance and vendor governance, ensuring adherence to regulations and managing vendor relationships effectively. 

Pathways for career development

• Work with colleagues and clients around the world on interesting and challenging work;
• We provide internal career opportunities so you can take your career further within TMF;
• Continuous development is supported through global learning opportunities from the TMF Business Academy.

Making an impact

• You’ll be helping us to make the world a simpler place to do business for our clients;
• Through our corporate social responsibility programme, you’ll also be making a difference in the communities where we work.

A supportive environment

• Strong feedback culture to help build an engaging workplace;
• Our inclusive work environment allows you to work from our offices around the world, as well as from home, helping you find the right work-life balance to perform at your best.

Other Benefits

• Anniversary & Birthday Leave policy
• Be part of One TMF
• Paternity & Adoption leaves
• Salary advance policy
• Work flexibility – Hybrid work model
• Talk about growth opportunities (we invest in talent)
• Well-being initiatives