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Company Overview:
This multinational professional services network is a global leader in assurance, consulting, strategy and transactions, and tax services. The firm operates in over 150 countries and employs a diverse workforce of over 300,000 people.
Service Lead – Data & Analytics – Technology Consulting
Job Description:
Lead the service management team to ensure efficient and effective delivery of IT services. Implement and maintain ITIL-based service management processes, including incident management, problem management, change management, and continuous service improvement. Collaborate with cross-functional teams to align IT services with business needs and objectives. Monitor service performance metrics and conduct regular reviews to identify areas for improvement. Manage service level agreements (SLAs) and ensure compliance with contractual obligations. Act as a point of escalation for complex service issues and coordinate resolution efforts. Facilitate communication between technical teams, stakeholders, and customers to ensure transparency and understanding of service-related matters. Drive the adoption of best practices in service management and promote a culture of continuous improvement. Contribute to the development and execution of strategic plans for the IT department. Mentor and develop team members to enhance their skills and performance.
Skills and Attributes for Success:
ITIL foundation certification.
Proven experience in IT Service Management and familiarity with ITIL practices.
Strong background in Data & Analytics, with the ability to understand and engage in technical discussions.
Previous experience with SAS (Statistical Analysis System) is advantageous.
Project Management experience, with a track record of successfully leading and delivering IT projects.
Excellent leadership and team management skills.
Strong analytical and problem-solving abilities.
Exceptional communication and interpersonal skills, with the ability to interact effectively at all levels of the organization.
Ability to work in a fast-paced and dynamic environment.
To Qualify for the Role:
Bachelor’s degree in Information Technology, Computer Science, or a related field.
Minimum of 5 years of experience in a service management role within an IT environment.
Prior experience in a leadership or supervisory position is preferred.
What We Look For:
Highly motivated individuals with excellent problem-solving skills and the ability to prioritize shifting workloads in a rapidly changing industry. An effective communicator, you’ll be a confident leader equipped with strong people management skills and a genuine passion to make things happen in a dynamic organization.
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