Head of Service Management

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

Shift Time: 6:30PM-3:30AM


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.

  • Head- Employee Services Management

    1 day ago

    Gurugram, India airtel Full time

    About Airtel:Headquartered in India, Airtel is a global communications solutions provider with over 458 mn customers in 18 countries across South Asia and Africa. The company ranks amongst the top three mobile operators globally and its networks cover over two billion people. Airtel is India’s largest integrated communications solutions provider and the...

  • Head- Employee Services Management

    2 days ago

    Gurugram, India airtel Full time

    About Airtel:Headquartered in India, Airtel is a global communications solutions provider with over 458 mn customers in 18 countries across South Asia and Africa. The company ranks amongst the top three mobile operators globally and its networks cover over two billion people. Airtel is India’s largest integrated communications solutions provider and the...

  • Head- Employee Services Management

    2 days ago

    gurugram, India airtel Full time

    About Airtel: Headquartered in India, Airtel is a global communications solutions provider with over 458 mn customers in 18 countries across South Asia and Africa. The company ranks amongst the top three mobile operators globally and its networks cover over two billion people. Airtel is India’s largest integrated communications solutions provider and the...

  • Head of Project Management

    1 week ago

    Gurugram, India KNR Management Consultants Full time

    We are hiring for Head Projects(EPC) with one of our very large clients in Real Estate Industry based at Gurgaon. Please find below mentioned Job Description:Position: Head- EPCLocation: GurgaonIndustry: Real EstateAs EPC Head, incumbent will be part of senior leadership team of the organizations and will be responsible for leading a cross functional team...

  • Head of Project Management

    1 week ago

    Gurugram, India KNR Management Consultants Full time

    We are hiring for Head Projects(EPC) with one of our very large clients in Real Estate Industry based at Gurgaon. Please find below mentioned Job Description:Position: Head- EPCLocation: GurgaonIndustry: Real EstateAs EPC Head, incumbent will be part of senior leadership team of the organizations and will be responsible for leading a cross functional team...

  • Head of Project Management

    1 week ago

    gurugram, India KNR Management Consultants Full time

    We are hiring for Head Projects(EPC) with one of our very large clients in Real Estate Industry based at Gurgaon. Please find below mentioned Job Description: Position: Head- EPC Location: Gurgaon Industry: Real Estate As EPC Head, incumbent will be part of senior leadership team of the organizations and will be responsible for leading a cross functional...

  • Service Collection Head

    1 week ago

    Gurugram, India Airtel Business Full time

    Function: Customer ExperienceReporting To: Business HeadJob Level: Service HeadPurpose of the JobRole is for circle lead for CE- Airtel business and the candidate would be Managing circle B2B Growth through customer Engagement and Experience.Key Deliverables• To Ensure 100% service level adherence to business processes• To enhance the Revenue enhancement...

  • Service Collection Head

    1 week ago

    Gurugram, India Airtel Business Full time

    Function: Customer ExperienceReporting To: Business HeadJob Level: Service HeadPurpose of the JobRole is for circle lead for CE- Airtel business and the candidate would be Managing circle B2B Growth through customer Engagement and Experience.Key Deliverables• To Ensure 100% service level adherence to business processes• To enhance the Revenue enhancement...

  • Airtel - Service Collection Head

    1 week ago

    Gurugram, India Bharti Airtel Limited Full time

    Function : Customer ExperienceReporting To: Business HeadJob Level: Service HeadPurpose of the Job:- Role is for circle lead for CE- Airtel business and the candidate would be Managing circle B2B Growth through customer Engagement and Experience.Key Deliverables:- To Ensure 100% service level adherence to business processes- To enhance the Revenue...

  • Head of Design

    1 month ago

    Gurugram, India Neo Wealth and Asset Management Full time

    Company Overview:Neo Group is India’s premier wealth management & asset advisory institution. Founded by IIMs and IITians who’ve served as exCXOs of Edelweiss, JM Financials, Macquarie, Kotak Securities, and Goldman Sachs; the group has a pan- India presence with operations in APAC & middle east. The group further has over 700 employees, 32 offices,...

  • Head of Design

    1 month ago

    Gurugram, India Neo Wealth and Asset Management Full time

    Company Overview: Neo Group is India’s premier wealth management & asset advisory institution. Founded by IIMs and IITians who’ve served as exCXOs of Edelweiss, JM Financials, Macquarie, Kotak Securities, and Goldman Sachs; the group has a pan- India presence with operations in APAC & middle east. The group further has over 700 employees, 32 offices,...

  • Head of Design

    1 month ago

    Gurugram, India Neo Wealth and Asset Management Full time

    Company Overview:Neo Group is India’s premier wealth management & asset advisory institution. Founded by IIMs and IITians who’ve served as exCXOs of Edelweiss, JM Financials, Macquarie, Kotak Securities, and Goldman Sachs; the group has a pan- India presence with operations in APAC & middle east. The group further has over 700 employees, 32 offices,...

  • Head of Service Management

    3 weeks ago

    Gurugram, India Teleperformance Full time

    Interested folk can drop a text at " ". Work Location: Gurgaon Experience – 12-18 years Shift Time: 6:30PM-3:30AM 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: ...

  • Head of Service Management

    3 weeks ago

    Gurugram, India Teleperformance Full time

    Interested folk can drop a text at "Radhika.gupta1@teleperformance.com".Work Location: GurgaonExperience – 12-18 yearsShift Time: 6:30PM-3:30AMThis 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...

  • PMO Support, Managed Services

    1 month ago

    gurugram, India AXA Group Full time

    PMO Support, Managed Services Gurgaon, Haryana, IndiaAXA XL is looking for talented individuals to support our business across all product lines and geographies. This is an exciting opportunity to be part of a dynamic, global business.Be a part of the larger Managed Services PMO and coordinate with the MS Program manager to ensure all MS programs run...

  • PMO Support, Managed Services

    1 month ago

    Gurugram, India AXA Group Full time

    PMO Support, Managed Services Gurgaon, Haryana, India AXA XL is looking for talented individuals to support our business across all product lines and geographies. This is an exciting opportunity to be part of a dynamic, global business.Be a part of the larger Managed Services PMO and coordinate with the MS Program manager to ensure all MS programs run...

  • Manager - CCS (Corporate Relations & Career Services )

    1 week ago

    gurugram, India Great Lakes Institute of Management Full time

    Manager- Corporate Relations & Career ServicesGreat Lakes Institute of Management, Gurugram (GLIM-G)embodies a spirit of excellence rooted in innovation and a sense of social responsibility. Over the last 12 years, our exceptional faculty members and cutting-edge curriculum has been recognized in India and abroad. We are an AMBA accredited institution and...

  • Manager - CCS (Corporate Relations & Career Services )

    3 weeks ago

    Gurugram, India Great Lakes Institute of Management Full time

    Manager- Corporate Relations & Career Services Great Lakes Institute of Management, Gurugram (GLIM-G) embodies a spirit of excellence rooted in innovation and a sense of social responsibility. Over the last 12 years, our exceptional faculty members and cutting-edge curriculum has been recognized in India and abroad. We are an AMBA accredited institution and...

  • Manager - CCS (Corporate Relations & Career Services )

    3 weeks ago

    Gurugram, India Great Lakes Institute of Management Full time

    Manager- Corporate Relations & Career Services Great Lakes Institute of Management, Gurugram (GLIM-G) embodies a spirit of excellence rooted in innovation and a sense of social responsibility. Over the last 12 years, our exceptional faculty members and cutting-edge curriculum has been recognized in India and abroad. We are an AMBA accredited institution...

  • Manager - CCS (Corporate Relations & Career Services )

    4 weeks ago

    Gurugram, India Great Lakes Institute of Management Full time

    Manager- Corporate Relations & Career Services Great Lakes Institute of Management, Gurugram (GLIM-G) embodies a spirit of excellence rooted in innovation and a sense of social responsibility. Over the last 12 years, our exceptional faculty members and cutting-edge curriculum has been recognized in India and abroad. We are an AMBA accredited institution and...