Job Title: ITIL Cross-Functional Lead Experience Level: 7 - 10 Years Location: Sao Paulo, Brazil Fulltime Onsite only: Monday- Friday work from Sao Paulo office Job Summary: We are seeking a highly skilled and experienced ITIL Cross-Functional Lead to join our IT team in Bangalore. The ideal candidate will have extensive expertise in ITIL processes and the ability to lead cross-functional teams to ensure the effective delivery of IT services. This role requires a deep understanding of ITIL frameworks, service management, and the ability to drive continuous improvement.
Key Responsibilities: Lead and manage cross-functional teams to deliver IT services in alignment with ITIL best practices.Oversee the implementation and management of ITIL processes, including Incident Management, Problem Management, Change Management, and Service Level Management.Monitor and report on the performance of IT services, ensuring compliance with service level agreements (SLAs).Drive continuous improvement initiatives to enhance service delivery and operational efficiency.Collaborate with stakeholders to identify and address service-related issues and opportunities.Develop and maintain documentation for ITIL processes, procedures, and policies.Provide training and support to team members on ITIL processes and best practices.Ensure compliance with security policies and procedures.Troubleshoot and resolve service-related issues.Provide technical support and guidance to junior team members. Required Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field.7 - 10 years of experience in IT service management.Expertise in ITIL frameworks and processes.Proven experience in leading cross-functional teams.Strong knowledge of IT service management tools and technologies.Excellent problem-solving skills and attention to detail.Ability to work independently and as part of a team.Excellent communication and documentation skills. Preferred Qualifications:
Relevant certifications (ITIL Foundation, ITIL Practitioner, etc.).Experience with IT service management tools (ServiceNow, BMC Remedy, etc.).Knowledge of project management methodologies (Agile, Scrum, etc.).Experience with cloud service management.