Service Manager

3 weeks ago

Gurugram, India Teleperformance Full time

Interested folk can drop a text at "Radhika.gupta1@teleperformance.com".


Work Location: Gurgaon


Experience – 12-18 years


This position will be responsible for advocating best practices and managing a team for the development of service management processes based on ITSM constructs. The Director-ITSM will be responsible for driving the following initiatives:

  • Define and implement a strategy to drive adoption of service management and operational best practices relevant to on-premise and cloud computing services.
  • Participate in P1/P2 incident for quick response and resolution.
  • Manage Major Incident, Problem and Change enablement team.
  • Ensure team performance according to defined KPIs.
  • Foster continuous service delivery optimization and improvement.
  • Identify resources and sourcing of service management operations support.
  • Develop self-auditing and compliance capabilities around ITSM procedures.
  • Manage a strategy and roadmap for organizational excellence in the application of ITSM services, procedures, and tools.

KEY RESPONSIBILITIES INCLUDE:

  • Responsible for leading a team of professionals in the areas of Service Management, metrics, and reporting.
  • Define roles and responsibilities for Major Incident, Problem and Change enablement team.
  • Successfully transforming the IT organization by delivering best practices supporting Service Management and overall Operations Service Delivery.
  • Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes.
  • Accountable for building, publishing and the utilization of the service catalog.
  • Develop and drive implementation of the service management, Tools and Monitoring / Logging strategy and associated business processes across the IT organization.

Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams

  • Leading the change management activities within a structured process framework.
  • Managing the change portfolio, which allows the organization to prepare for and successfully adopt the change.
  • Designing the strategic approach to managing change and support operations that fall within the domain of change management.
  • Lead Change advisor board meetings.
  • Managing the lifecycle of all problems.
  • Preventing incidents from happening.
  • Minimizing the impact of unavoidable incidents.
  • Making temporary solutions (workarounds) available to incident management.
  • Developing final solutions for known errors.
  • manage the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of provided IT services.
  • Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders.
  • Provide direction and goal setting on strategy and operations.
  • Provide tactical and strategic recommendations based on ITSM key performance measures.
  • Develop and lead cross-process compliance and design coordination within the operations team and cross-functionally throughout the IT Organization.
  • Establish and run Advisory Group reviews with NAU stakeholders.
  • Interface with other ITS teams and NAU business unit leads to ensure collaboration and coordinated strategy to meet service management goals and objectives.
  • Mentor service and process managers on ITSM concepts.
  • Manage departmental budgets and forecast appropriately.
  • May be responsible for on-call duties and response to emergencies on-site as needed.

Other related duties as assigned.

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