At Keywords, we are using our passion for games, technology, and media to create a global services platform for video games and beyond. Our aim is to become the “go-to” provider of technical services.
We enable leading content creators and publishers to leverage our expertise and capacity across the lifecycle of interactive content. In doing so, we empower our clients to remain lean and agile, focusing on creating engaging experiences. We work as their external partner, providing access to our teams of experts when needed.
Keywords is trusted by many of the world’s leading video game companies to collaborate during concept, development, and live operations, utilizing our comprehensive service lines at every step.
We are seeking a highly skilled and experienced ITSM Request Fulfilment Manager to lead our Global ITSM teams in Service Catalogue and Service Level Management. In this role, you will define strategies and drive our mission to deliver exceptional IT services. If you are passionate about impactful work and enjoy challenges, we want your expertise!
Key Responsibilities
Design and Implement Service Catalogue Processes :
* Lead the design and implementation of service catalogue management processes.
* Collaborate with cross-functional teams to identify and develop enhancements aligned with business objectives.
* Work with the ServiceNow team to build workflows, dashboards, and knowledge bases.
* Partner with Local IT Support and End User Experience teams to automate and improve the service catalogue.
* Manage and maintain the service catalogue, ensuring accuracy and accessibility.
* Implement and oversee processes for prompt and efficient service request fulfilment.
* Work closely with customers and stakeholders to understand their needs.
* Ensure SLAs are met and service delivery aligns with expectations.
SLA / OLA Development :
* Develop and negotiate Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
Qualifications and Skills
* Proven experience in ITSM, especially Service Catalogue development.
* Experience with ServiceNow.
* Excellent communication skills and ability to collaborate across departments.
* Knowledge of ITIL practices and project management methodologies.
* Experience in SLA / OLA development and negotiations.
If you are ready to make a significant impact and embrace new challenges, apply now to join our dynamic team at Keywords Studios!
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How to Apply
Apply via : J-18808-Ljbffr
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