TBC Bank Group PLC established Space International with the strategic aim of facilitating the group's global expansion efforts. In 2018, the team successfully introduced the pioneering neobank, Space, in Georgia. Building upon this success, subsequent efforts were directed towards the creation and launch of the fully digital bank in Uzbekistan, TBC UZ, in 2020. In a significant move towards enhancing its foothold in the Uzbek market, the group acquired Payme, a prominent local payments provider and esteemed brand among the Uzbek populace, in 2023.
Presently, a dedicated team of 1,700 professionals representing 17 nationalities collaborates to advance TBC's international presence. Space International spearheads the provision of cutting-edge technologies and top-tier professional services, while the local teams at Payme and TBC Uzbekistan drive sustained growth and operational excellence.
We are looking for a dedicated and experienced ITSM Lead to join our dynamic team in Tbilisi. This role is central to optimizing our IT service delivery capabilities. You will be responsible for the strategic development, implementation, management, and continuous improvement of our IT Service Management (ITSM) processes and platform, leveraging ITIL best practices. The ITSM Lead will play a critical role in enhancing the stability, efficiency, and user satisfaction associated with IT services across the organization by governing key processes such as Incident Management, Problem Management, Change Enablement, and Service Request Fulfilment.
Key Responsibilities:
- ITSM Process Ownership & Governance:
- Define, document, implement, manage, and continuously improve core ITSM processes (including but not limited to: Incident Management, Problem Management, Change Enablement, Service Request Fulfilment, Knowledge Management, potentially Asset & Configuration Management).
- Act as the primary owner and subject matter expert for these ITSM processes within the IT department.
- Ensure processes are clearly communicated, understood, and consistently followed by all relevant IT personnel.
- ITIL Framework & Best Practices:
- Champion the adoption and adherence to the ITIL framework and other relevant ITSM best practices.
- Tailor framework guidelines to fit the specific needs and context of our organization.
- Continuous Service Improvement (CSI):
- Proactively identify opportunities for improvement within ITSM processes and the supporting tools.
- Analyze process performance data, KPIs, and user feedback to pinpoint inefficiencies or areas for enhancement.
- Lead and coordinate initiatives aimed at optimizing service delivery, reducing incidents, and improving resolution times.
- ITSM Platform Management:
- Oversee the administration, configuration, and ongoing development of the company's ITSM tool/platform [Optional: Mention the specific tool if known, e.g., ServiceNow, Jira Service Management].
- Ensure the ITSM tool effectively supports and enables the defined processes.
- Work with vendors or internal developers on platform upgrades, integrations, and customizations as needed.
- Process Execution & Facilitation:
- Facilitate key process activities, such as chairing the Change Advisory Board (CAB) meetings, conducting post-incident reviews, and overseeing problem investigations.
- May act as Major Incident Manager during critical service disruptions.
- Ensure the quality and usability of the IT Knowledge Base.
- Reporting & Analytics:
- Define, measure, and track critical ITSM KPIs and metrics (e.g., incident resolution time, change success rate, first-call resolution, customer satisfaction).
- Develop and distribute regular performance reports to IT management and relevant stakeholders.
- Provide insights based on trend analysis to inform decision-making.
- Training & Communication:
- Develop and deliver training materials for IT staff and end-users on ITSM processes and tools.
- Advocate for the value of ITSM across the organization and promote a service-oriented culture within IT.
- Collaboration:
- Work closely with Service Desk, Infrastructure, Application Support, Security, and other IT teams to ensure seamless integration and execution of ITSM processes.
- Engage with business stakeholders as needed to align IT services with their requirements.
Required Qualifications:
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent relevant work experience.
- Minimum of 6 years of direct experience working within an IT Service Management function.
- Proven, hands-on experience in implementing, managing, and improving multiple core ITSM processes (Incident, Problem, Change Management are essential).
- Strong knowledge and practical understanding of the ITIL framework (ITIL v3 or ITIL 4). ITIL Foundation certification is required.
- Experience administering and configuring a leading ITSM platform (e.g., ServiceNow, Jira Service Management).
- Excellent analytical and problem-solving skills with a data-driven approach to process improvement.
- Strong communication, presentation, and interpersonal skills, with the ability to influence and collaborate effectively across different teams and levels.
- Self-motivated with the ability to lead initiatives and work independently.
What We Offer:
- Full support and career-development resources to maximize your potential along our career journey
- Market competitive total compensation package
- 100% company-paid for every employee’s medical insurance
- Benefits and incentives to stay healthy and fit
- English language classes
- Possibility to be involved in an international project
- Junk Fridays, fruit days, terrace BBQs, and many more
Thank you for your interest in opportunities at JSC "Space International." Your privacy is a priority. We process data in compliance with the Law of Georgia "On Personal Data Protection." Your information is confidential and used solely for assessing suitability, with a maximum 2-year retention period. We securely store your data using BreezyHR (Canada). You are authorized to request data deletion or modification, or provision of information regarding data processing. If you have any such requests or have any questions regarding data processing, please feel free to contact us ProfileModificationRequests@ space.ge. Our commitment extends to equal treatment, ensuring a fair and unbiased selection process. Thank you for considering opportunities with us.