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<span>ITIL Manager</span>

ITIL Manager

Information Technology Ebène, Mauritius Full-time
Job Description

Job Title: ITIL Manager - IT Operations                                       

Department: Information Technology

Jurisdiction: Mauritius

Reporting To: Service Desk Manager


Purpose of the Job

The ITIL Manager will work closely with the Global Service Desk Manager to define ITIL processes & procedures in line with business requirements and ensure governance and control is applied across IT operations.

The role holder will co-ordinate interfaces between ITIL processes, driving the efficiency and effectiveness of Incident, Change, Problem and Asset Management.  The role will monitor the effectiveness of the ITIL processes through reporting and drive continual service improvement.

Main Responsibilities

  • Responsible for the ITIL functions to include Change, Problem, Asset and Reporting
  • Co-ordinate distribution of comms during major service outages
  • Define operational processes and procedures to be adhered to across Group IT
  • Participate in the enhancement of the Incident Management process and procedures
  • Lead on training workshops with IT teams
  • Provide governance and control around all ITIL processes / procedures
  • Champion continual service improvement
  • Provide guidance, mentoring and training to other team members as required
  • Develop a detailed understanding of the Group and departments that are supported
  • Build and maintain good relationships with all teams across IT

Change Management

  • Continually coach IT teams globally on Change Management practices
  • Maintain the Change Management interface within the ITSM Platform
  • Chair weekly CAB meeting and produce minutes
  • Ensure risk assessment is carried out and documented
  • Work with Technical teams to identify and document repeatable, pre-approved standard changes
  • Ensure appropriate comms are agreed and scheduled as part of service impacting changes
  • Monitor incidents generated because of change and work with technical teams to put corrective actions in place
  • Report on ‘unauthorised’ changes and ensure corrective actions put in place
  • Ensure changes are accurately associated to Incidents and Problems on Service Management System
  • Provide reports on change management
  • Attend regional IT meetings to provide updates on upcoming changes

Problem Management

  • Define the Problem Management process and procedure (Globally)
  • Carry out training with all IT teams globally
  • Review Incident Management reports to pro-actively identify Problems
  • Hold regular meetings with Technical Teams to progress problems
  • Identify, document, and communicate Known Errors
  • Provide Problem Management reporting
  • Attend regional IT meetings to provide updates on Problems with corrective actions
  • Ensure Incidents and changes are accurately associated to Problems on Service Management System

Asset Management

  • Define the Asset Management process and procedure (Globally)
  • Carry out training with all IT teams globally
  • Ensure the asset register is maintained and kept up to date
  • Provide asset management reporting


  • Produce regional weekly / monthly / annual reports ensuring adherence to the IT department’s service level agreements.
  • Any other such duties that might be reasonably required for this role.
Your Key Roles and Responsibilities

All our staff seek to embody our core values that underpin everything that we do and that reflect the skills and behaviours we all need to be successful.  These are:

  • We are AMBITIOUS - We think and act globally, seizing every opportunity to support our clients and staff - wherever in the world they may be.
  • We are AGILE - Our independence from any financial institution gives us the flexibility and freedom to keep things simple, efficient and effective.
  • We are COLLABORATIVE - We take the time to understand our clients' needs so that we can deliver personalised solutions every time.
Qualifications Required
  • ITIL Certified or at least 2+ years’ experience in ITIL methodologies
  • Experience defining, documenting and rolling out ITIL processes
  • Excellent written, oral, and interpersonal communication skills.
  • Ability to present ideas in business-friendly and user-friendly language.
  • Highly self-motivated, proactive and attentive to detail.
  • Ability to effectively prioritise and execute tasks in a high-pressure environment.
  • Skilled in using PowerPoint, Excel and knowledge of Power BI an advantage
  • Ability to use initiative, work independently and as part of a global team in line with agreed procedures and processes
  • An enthusiasm and passion for IT support
  • Understanding of Security and the role that plays in today’s climate within IT and business.
  • Excellent time management skills
  • Strong commitment to excellent customer service
  • Excellent Team collaboration
  • Willingness to learn and continually develop