Primary Responsibilities

• Lead ITSM initiatives by defining, governing and evolving service management processes to ensure a high-quality and customer-centric ITSM function.
• Provide functional leadership and guidance to teams across BusTech, enabling consistent adoption of ITSM practices and standards.
• Promote a culture of ownership, collaboration and continuous improvement through process excellence and knowledge sharing.
• Drive alignment and coordination across support teams to ensure effective end-to-end service delivery.
• Define and evolve the ITSM operating model aligned to industry best practices (e.g. ITIL®) and business priorities, ensuring an appropriate and pragmatic maturity roadmap agreed with key stakeholders.
• Establish and continuously enhance the ITSM framework, including processes, policies, documentation, KPIs, monitoring and performance analysis.
• Develop and deliver clear, actionable report...