Lead the administration, optimization and continuous enhancement of the Enterprise IT Service Management (ITSM) platform to ensure effective utilization of system capabilities and alignment with business and operational requirements.
Develop, implement and enforce governance, policies, standards and procedures for Incident, Problem, Change and Release Management to ensure service stability, compliance and operational excellence.
Monitor and drive ITSM process performance through service reviews, trend analysis, root cause identification and continuous improvement initiatives to improve service quality and operational efficiency.
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