Responsibilities

• Conduct a thorough assessment of current OT infrastructure, identifying gaps and opportunities for optimization.
• Develop and implement improvement strategies to enhance OT and IT service delivery and support processes.
• Collaborate cross-functionally with IT teams, OT stakeholders, and business units to align service management practices with operational needs.
• Promote and integrate ITIL best practices into day-to-day operations to drive efficiency and service excellence.
• Lead or support the deployment and configuration of ServiceNow for service management workflows.
• Create and maintain detailed documentation, diagrams, and process flows that communicate system architecture and service delivery models.
• Act as a consulting partner, offering guidance and hands-on support to teams throughout the organization.
• Ensure alignment with regulatory requirements, security policies, and industry standards relevant to OT environments.
• Support operations within data centers, network infrastructure, and telecom systems (especially WAN or wireless technologies).
• Contribute to the ongoing transformation of OT environments, focusing on digital enablement, modernization, and operational resilience.

Qualifications

• 10+ years of experience in IT or OT service management roles
• ITIL certification (v3 or v4)
• Proven background in network/server infrastructure operations, including experience with WAN or telecom/wireless networks
• Experience working with data centers and associated infrastructure
• Hands-on expertise with ServiceNow (incident, change, problem, and service request modules)
• Exceptional consulting and stakeholder engagement skills; strong client-facing presence
• Highly proficient in creating technical documentation, diagrams, and service maps
• Familiarity with Operational Technology environments and associated tools/systems
• Experience in the utilities sector (oil & gas, engineering, or energy domains highly desirable)

Preferred Qualifications

• Bachelor’s degree in Information Technology, Engineering, or related field
• Knowledge of cybersecurity principles related to OT systems
• Experience in regulated industries and with compliance frameworks (e.g., NERC CIP, ISO 27001)

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