- Knowledge in industry standards, related to areas defined in: ITIL, Lean Six Sigma, ISO 20000, DevOps is a must
- Good knowledge of cloud technologies, primarily Microsoft Azure & Google Cloud Technologies
- Understanding of Agile / Scrum / DevOps approach to realize business value for the customer
- Skilled in data analytics through reports to assess process health, identify gaps, and recommend actionable improvements.
- Experience managing service management processes, policies, procedures, and guidelines
- Strong leadership skills and the ability to work effectively with business people and IT operations staff
- Ability to lead and motivate cross-functional, interdisciplinary teams to achieve tactical and strategic goals
- Excellent verbal, written and interpersonal communication skills, including the ability to communicate effectively with the Operations, Product and Development teams, management, and business personnel
- Professionalism and commitment which includes investing time outside office hours when deemed required
- Ability to build productive relationships with peers and customers
Description of level of Qualifications
- Bachelor's degree in Information Technology or Computer Science or related discipline or equivalent professional experience
- 8+ years of experience in IT Service Management, with 4+ years professional experience in IT Service Management
- ITIL Certification is a must: ITIL Managing Professional, Practice Manager certification is a plus
- Familiarity with ITSM platforms (e.g., ServiceNow)
- Demonstrated ability to engage and brief senior leadership and executives
- Exceptional Major Incident communication skills and decision‑making skills under pressure
Experience/Knowledge
- Strong understanding of ITIL framework (ITIL certification preferred).
- Experience with ServiceNow or similar ITSM platforms.
- Excellent communication and stakeholder management skills.
- Analytical mindset with experience in metrics and reporting.
- High proficiency in English (spoken and written).
- Experience of working in a multi-cultural and multi-vendor environment in a multi-discipline team in multiple country locations with sound knowledge in building effective working relationships.
- Up-to-date market understanding of cloud technologies
- Experience in technology architecture in an enterprise environment
- Experience in ITSM process governance
- Demonstrable experience with Service Operations
- A strong understanding of IT / Business processes, challenges, and issues
- Attention to detail and pride in well-presented and accurate work; Strong problem solving, analytical, and independent judgment skills to support an environment driven by customer service and teamwork
- Must be able to work autonomously and independently with minimal guidance
- Open to adopting artificial intelligence and keen to identify and implement automation opportunities that improve ITSM process efficiency, governance, decision-making, and service outcomes.
Skills Required
- Bachelor's degree in Information Technology, Computer Science, a related discipline, or equivalent professional experience
- 8 or more years of experience in IT Service Management
- 4 or more years of professional experience in IT Service Management
- ITIL certification
- ITIL Managing Professional certification
- ITIL Practice Manager certification
- Familiarity with ServiceNow or similar ITSM platforms
- Experience managing ITSM processes, policies, procedures, and guidelines
- Experience with ITSM process governance and Service Operations
- Experience with metrics, reporting, data analytics, and process improvement
- Experience communicating with senior leadership and executives
- Experience handling major incident communications and decision-making under pressure
- Experience working in multicultural, multi-vendor, multidisciplinary, and geographically distributed environments
- Experience with enterprise technology architecture
- Knowledge of Microsoft Azure and Google Cloud technologies
- Understanding of ITIL, Lean Six Sigma, ISO 20000, DevOps, Agile, and Scrum
- High proficiency in spoken and written English
- Strong leadership, communication, stakeholder management, analytical, and problem-solving skills
- Ability to work autonomously with minimal guidance
What We Do
Zealogics LLC provides a broad range of IT consulting, systems implementation and application outsourcing services through an optimized global delivery model. Zealogics builds deep knowledge of traditional product engineering across mechanical, electronics and software platforms, to enable clients to navigate their digital transformation. Zealogics values engineering techniques, automation frameworks, and reference models which are refined through engagements with Fortune 500 enterprises and OEMs. We combine customer-centric product strategies through a collaborative approach for execution. We help to harmonize processes, identify bottlenecks, and eliminate non-value tasks to deliver world-class products. With impeccable focus on client needs we connect specialized resources for the right positions, both for full time and contractual placements. Our long-term relationships with employees and clients have been built in an environment of integrity and commitment, with a shared goal of mutual success. Zealogics hires experienced people to solve a wide array of IT and Engineering challenges that our clients face. Our guarantee - Zealogics provides the best value services in town.
.jpeg)
