Edgeverve - ITSM Service Delivery Lead
4 weeks ago
ITSM Service Delivery Role& Responsibilities :
- Product & Solution Development - Lead the product & solution development to put together comprehensive ITSM market offering leveraging the EdgeVerve AI Next Platform and partner offerings. This will include designing and implementing OEM strategy along with required Product/platform integrations. Drive the product backlogs and its prioritization.
- GTM Strategy - Design and develop GTM strategy, Value proposition, Sales pitch, battlecard, pricing Construct
- Implementation Strategy - Collaborate with partners from Infosys service lines and nurture EdgeVerve AI Next ITSM offering implementation CoE/practice team. This includes helping setup this team, continuous enablement, driving governance and ensuring collaboration across the deal lifecycle stages.
- Partner Management - Lead and govern the full lifecycle of partner management with ITSM core vendor.
Job requirement:
- Practical experience with ITIL processes like Incident Management, Problem Management, Change Enablement, Release Management, and Knowledge Management.
- Familiarity with leading ITSM platforms ServiceNow, Jira Service Management, BMC Helix etc. and their strengths/weaknesses.
- Familiarity with collaboration tools such as Slack, Microsoft Teams etc. and their integrations with ITSM
- Familiarity with SRE, continuous integration/continuous delivery (CI/CD) practices and their integration with ITSM processes
- Understanding of technology capabilities like AIOps, ChatOps, and the shift towards employee experience in ITSM.
- Awareness of specific AI/ML techniques in ITSM e.g., natural language processing for ticket categorization, anomaly detection for proactive problem identification, predictive analytics for resource optimization etc.
- Ability to develop a product vision that leverages AI/data/RPA to address key challenges in ITSM e.g., reducing MTTR, improving first call resolution, automating repetitive tasks. (ref:iimjobs.com)
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