Requirements:

• A minimum of 4 years’ experience in IT Support (Infrastructure support and/or business application support, preferably both)
• ITIL v3 Professional certifications
• Thorough knowledge of ITIL (level: Practitioner)
• Familiar with IT Support or Service Management tools (level: Knowledge)
• Familiar with IT Governance and Frameworks (level: Knowledge)
• Familiar with the following IT industry standard: CobiT, CMM (level: Knowledge)
• Familiar with IT business application support (level: Knowledge)
• Good understanding of business processes of a Production Operations company (level: Knowledge)
• Excellent knowledge about IT and IM service delivery and support (level: Master)
• Project Management skills (level: Skilled)
• Good interpersonal skills
• Good administrative and support skills
• Good knowledge on standard IT desktop applications like: Microsoft Word, MS Excel, Access, Visio, PowerPoint, Project
• Team player, value differences and actively look for opportunities for the team to be successful (level: Knowledge)

Responsibilities:

• Work with IT Leadership team members, Process Owners and Process Managers on operationalization of IT governance and processes as defined in IT Delivery Model
• Day-to-day management and maintenance of IT/IM processes
• Ensure the overall effectiveness of the Transition to Support elements of the projects delivering in IT/IM
• Make sure all staff involved in Transition to Support (PMs and designated support managers) are fully aware and follow processes defined in IT Process Framework
• Conduct Transition to support compliance reviews and ensure follow-up actions
• Chair required IT Governance Review Board meetings (e.g. Service Performance Review, Emergent Demand Review, Change Advisory Board etc)
• Ensures that IT Governance Review Board meetings are properly organized on a regular basis in accordance with defined terms of reference
• Act as recognised Subject Matter Expert for Integrated Service Management (henceforth: ISM) (ITIL based) processes and IT Service Management Toolkit in IT/IM, keeping abreast of developments on the IT Service management processes by the process owners in the IT/IM
• Make sure to have current documented work instructions or guidelines for each process, with staff fully instructed on why and how to use them consistently and required operational, service management and compliance reporting
• Coordinate an integrated Service Management improvement plan based on industry best practices, performance KPIs and other relevant metrics, reviews and audits, etc.
• Ensure ongoing alignment between the processes defined in IT Process Framework including procedures/work instructions used in IT/IM organizations
• Ensure proper stabilization and embedding of new common ways of working through compliance reporting, coaching and follow-up actions and improvement initiatives
• Advise and assist IT/IM delivery managers and team leaders in further embedding the common ITSM processes and work instructions
• Ensure a common IT Service Management toolset is used in a consistent and documented way by all IT/IM service delivery organizations
• Act as the Change Management FP for any planned changes of the ITSM Toolkit raising them in the CAB
• Act as the Release Management FP for IT/IM processes and tools
• Collecting requirements for changes, new functionality, enhancements and submit them with the ITSM Toolkit owner
• Maintain an integrated Service Management programme plan and reports, including effectiveness rating and benefits realization
• Manage Programme risks and issues
• Prepare for Steering Committees, Advisory Boards, Review Boards: MoMs, action items follow-up, presentation materials, reports, slides and background info as required.

Conditions: Atyrau city, 5/2.

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