IPC Lead
Role Overview : The IPC Lead is responsible for defining, implementing, and continuously improving the organization's Incident, Problem, and Change Management (IPC) strategy. This leadership role ensures IPC processes align with business goals and ITIL best practices, driving efficient, effective, and customer-focused IT service delivery.
Key Responsibilities
1. Strategic Leadership & Governance - Develop and execute IPC strategy aligned with business objectives. - Own design and optimization of IPC, Service Level Management, and Knowledge Management processes. - Establish IPC policies, governance models, and frameworks for consistency and compliance.
2. Service Delivery & Quality Assurance - Ensure IPC services meet KPIs, SLAs, and OLAs. - Monitor performance via dashboards and analytics. - Drive automation and predictive analysis.
3. Team Leadership & Development - Lead and mentor IPC teams. - Promote collaboration, knowledge-sharing, and continuous learning. - Provide coaching and performance feedback.
4. Stakeholder Management - Build strong relationships with internal and external stakeholders. - Communicate service performance and improvements regularly. - Facilitate review meetings for alignment and accountability.
5. Technology & Compliance - Optimize ITSM tools and ensure integration with other platforms. - Process documentation and updates as and when required. - Ensure compliance with internal policies and regulatory standards. - Clear all audits without observations.
6. Continuous Improvement & Innovation - Champion process optimization and service enhancement. - Apply lean, agile, and industry best practices.
Relevant Experience: 4+ years in ITSM, 3+ years in IPC leadership.
Certifications: ITIL v3/v4 Certification.
Skills: - Strategic thinking and decision-making. - Strong communication and stakeholder engagement. - Analytical and problem-solving abilities. - Experience with cloud/hybrid environments and ITSM tools. - Familiarity with AI, automation, and ML in service management.