AIM Qualifications and Assessment Group

Director

• Define and execute the ITSM roadmap aligned with ITIL v4 and business priorities
• Establish and mature core ITSM processes including Incident, Problem, Change, Request, Knowledge, and Asset Management
• Develop and monitor SLAs, KPIs, and service performance metrics
• Implement structured reporting and governance for leadership visibility
• Drive continuous service improvement initiatives
• Lead service desk operations to ensure high-quality, responsive support
• Improve service efficiency through automation, self-service, and knowledge management
• Establish workforce planning, utilization tracking, and performance management practices
• Oversee internal IT operations including endpoint management, infrastructure, identity, and access
• Ensure compliance with security standards and support audit readiness initiatives
• Drive adoption of modern workplace technologies (e.g., M365, Intune, Azure)
• Support lifecycle management, patching, and device compliance
• Support the development and standardization of ITSM-related service offerings
• Collaborate with sales and delivery teams to position ITSM capabilities effectively
• Partner with security and compliance teams to align ITSM practices with audit and regulatory requirements (e.g., SOC2 readiness)
• Ensure policies, procedures, and controls are documented, maintained, and periodically reviewed
• Identify opportunities to leverage automation, AI, and tooling to improve service delivery
• Drive adoption and optimization of ITSM tools and platforms (e.g., Jira, ManageEngine, RMM tools)
• Lead and mentor ITSM team members, including support engineers and technical leads
• Build a culture of accountability, continuous improvement, and service excellence
• Develop team capabilities through structured training, certifications, and career progression

Director, ITSM