Technology -Manager - ITSM- Mumbai

2 weeks ago


Mumbai, Maharashtra, India timesjobs Full time
Role Technology -Manager - ITSM- Mumbai

Location Mumbai

Qualification Profile Minimum of Bachelor's Degree in Computer Science, Information Systems, or equivalent field

ITIL v3 Expert certification with strong knowledge of ITIL is mandatory.

ISO20000, Cob IT v5, BPM, CMMI, Six Sigma, CISA, CGEIT training and certification valuable.

Project Management certification preferred.

Experience 10 years minimum

Job Responsibilities

Purpose of the Job:


Overall responsibility (and lead facilitator) for the delivery, management and improvement of IT services to support the companys business and meet user needs, using a set of well-defined best practices (based on ITIL and ISO).

Responsible for leading the development, implementation, sustainment, and continuous improvement in IT Service Management (ITSM) processes; as well as establishing, measuring and reporting on Key Performance Indicators (KPIs) related to services, processes, operations, and delivery.


Key Responsibilities:
Contribute directly to the strategy, development and quality of IT Service Management and the companys service delivery capability. Instil service orientation and ITSM awareness.

Own specific IT Services and ensure their effective delivery, management and improvement to meet company and client needs.

Active stakeholder and driver in underlying operations process and infrastructure, to direct continuous improvements across the supporting teams to meet existing customer contract/statement of work, Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) and compliance requirements.

Create, monitor, and report on a comprehensive set of metrics and KPIs based on the IT service deliverables and the agreements above.

Own and lead the execution of the process development and improvement roadmap for multiple ITIL processes to improve alignment and business outcomes.

Develop both short and long term service and process goals and maturity levels to be achieved over the specified time period.

Partner and collaborate with other teams to deliver a holistic ITSM program with a coordinated set of continuous improvement initiatives.

Work within the management structure to provide thought leadership on ITSM and ITIL process development, the current position, roadmap and strategic direction.

Technology -Manager - ITSM- Mumbai

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