ITSM Team Lead - Octopus

Who we are

Robusta Technology Group (RTG) is a key driver of digital transformation by providing a holistic tech ecosystem. RTG works with its local and international partners to help build digital customer experiences, establish engineering hubs and build ventures across multiple industries and domains. In this pursuit, RTG serves as a catalyst for impact and growth through events, spaces and content focused on creating impact and growth across the different interactions.

Octopus is proud to be part of the Robusta Technology Group (RTG), a leading tech consultancy group. With a decade of experience and a successful track record of delivering over 300 projects across Europe, the Middle East, and North America, RTG has established itself as a preferred employer in the Egyptian market. Octopus and Robusta are building a bridge between Europe and Africa, creating tailored hub solutions to connect companies with top talent across the globe.

Octopus by RTG is hiring for a reputable insurance company with headquarters in Riyadh a skilled ITSM Team Lead to join the team.

Job Overview: The IT Service Management (ITSM) Team Lead is responsible for overseeing IT service management processes to ensure IT services effectively meet organizational needs. This role involves leading a team of ITSM professionals, managing ITSM tools, and driving continuous improvement in service delivery and support. The ITSM Team Lead collaborates with IT and business stakeholders to align IT services with business objectives and enhance customer satisfaction.

Key Responsibilities:

1. Leadership and Team Management:

• Lead, mentor, and develop a team of IT Service Management professionals.
• Assign tasks, set goals, and conduct performance evaluations.
• Foster a collaborative, high-performance work environment.
• Ensure adherence to best practices and industry standards in ITSM.

• Oversee the development, implementation, and maintenance of ITSM processes, including Incident, Problem, Change, Service Request, and Configuration Management.
• Align ITSM processes with ITIL best practices and tailor them to organizational needs.
• Monitor and measure ITSM process effectiveness, recommending improvements.
• Collaborate with process owners for integrated and efficient ITSM processes.

• Ensure timely and effective resolution of incidents and service requests.
• Monitor IT service levels, identify improvement areas, and implement corrective actions.
• Coordinate with IT teams for proper management and communication of changes.
• Develop and maintain service catalogs and service level agreements (SLAs).

• Act as the primary contact for ITSM-related matters with internal and external stakeholders.
• Engage with business units to align IT services with business objectives.
• Communicate ITSM metrics, reports, and improvements to senior management.
• Manage relationships with third-party vendors and service providers to ensure quality and compliance.

• Lead initiatives to enhance IT service delivery and support processes.
• Implement automation and technology to improve ITSM efficiency.
• Conduct regular reviews and audits to ensure compliance with policies and standards.
• Stay current with industry trends and emerging ITSM technologies.

• Oversee the optimization of ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management).
• Ensure ITSM tools are configured to support organizational processes and requirements.

• Develop and maintain dashboards and reports tracking key ITSM metrics (e.g., incident response times, change success rates).
• Analyze data to identify trends and areas for improvement.
• Provide regular performance reports to IT leadership and business stakeholders.

• Education:
• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• ITIL certification (Foundation or higher) required.
• Experience:
• 7+ years in IT Service Management roles, with at least 2 years in a leadership or team lead position.
• Proven experience with ITSM tools such as ServiceNow, BMC Remedy, or Jira Service Management.
• Experience managing ITSM processes within an ITIL framework.
• Technical Skills:
• Strong understanding of ITSM processes, ITIL best practices, and service delivery frameworks.
• Proficiency in configuring and administering ITSM tools.
• Familiarity with IT infrastructure, cloud services, and enterprise IT environments.
• Leadership Skills:
• Ability to lead, mentor, and develop a high-performing team.
• Strong project management skills and ability to manage multiple priorities.
• Excellent problem-solving and decision-making abilities.
• Communication Skills:
• Strong verbal and written communication skills.
• Ability to explain complex technical concepts to non-technical stakeholders.
• Experience presenting ITSM metrics and performance to senior management.
• Interpersonal Skills:
• Strong customer service orientation and ability to build stakeholder relationships.
• Ability to work effectively in a cross-functional team environment.
• Strong negotiation and conflict resolution skills.

Preferred Qualifications:

• Advanced ITIL certifications (e.g., ITIL Practitioner, ITIL Expert).
• Experience with Agile or DevOps methodologies.
• Experience in a large enterprise environment with complex ITSM needs.

Work Environment:

• Availability for on-call support during critical incidents or service disruptions may be required.

• Competitive salaries paid in USD.
• Working with Tech gurus.
• Working from an outstanding work office space in New Cairo.
• Opportunities for professional development and career growth.
• Dynamic and collaborative work environment.