As a Cross Functional Lead at Wipro Africa, you'll oversee ITIL processes and ensure smooth operations across multiple technical teams. This role is ideal for someone with extensive ITSM experience who excels in communication and team management.
Professional and collaborative, with a focus on quality and customer service.
In the role of Cross Functional Lead at Wipro Africa, you will be the main point of contact for managing ITIL processes such as incident, problem, and change management. Your responsibilities will include coordinating with various stakeholders, including customers and service providers, to ensure seamless operations across technical teams. You will also lead a team focused on achieving process KPIs and service level targets.
Your day-to-day tasks will involve driving collaboration among multiple teams, managing critical incidents, and ensuring adherence to quality norms. You will be responsible for maintaining the Configuration Management Database (CMDB) and reporting on process areas as per contractual agreements. Additionally, you will conduct internal audits and implement service improvement programs based on audit findings.
This position is best suited for individuals with a strong background in ITSM practices and ITIL certifications. You should possess excellent communication and presentation skills, along with the ability to manage teams effectively. Experience with ITSM tools like ServiceNow or Remedy is essential, and a background in management or engineering is preferred.
If you thrive in a fast-paced environment and enjoy leading teams to improve IT service delivery, this role could be a great fit for you. Your expertise will be crucial in driving process adherence and ensuring high-quality service for customers.
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