At Yelzkizi, we strive to become the leading provider of technical services for video games and interactive content.
About Us
We enable top content creators and publishers to leverage our expertise and capacity throughout the lifecycle of interactive content. Our mission is to empower our clients to remain agile and focused on creating engaging experiences.
Job Description
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.
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, and manage and maintain the service catalogue, ensuring accuracy and accessibility.
* Service Request Fulfilment: 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.