Technology Manager

2 months ago

Navi Mumbai, India IT Source Global Full time

Role : Technology Manager - ITSM- Mumbai

Location : Mumbai

Qualification :

1. Minimum of Bachelor's Degree in Computer Science, Information Systems, or equivalent field

2. 8-12 years of related and progressive experience combining IT delivery, solutions implementation, project management, operations management, team leadership.

3. At least 5 years' experience in delivering IT Service Management (ITSM) and process management through a structured approach, in a corporate environment; including ISO20000 and CMMI certification.

4. Service, project and results-orientation, with strong analytical and problem solving skills.

5. High-energy work ethic, ability to establish vision, drive change and deliver results.

6. Ability to facilitate cross-functional teams to develop, deliver, operationalize, document, and support solutions.

7. Knowledge of developing and managing SLAs, KPIs, and critical success factors (CSFs) for IT Services, processes, operations and work environments.

8. Experience of ITSM software applications and tools, analysis, and reporting.

9. Knowledge of developing and managing continuous improvement programs.

Qualifications :

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

2. ISO20000, CobIT v5, BPM, CMMI, Six Sigma, CISA, CGEIT training and certification valuable.

3. Project Management certification preferred.

Experience : 8 -10 years

Job Responsibilities :

Purpose of the Job :

Overall responsibility (and lead facilitator) for the delivery, management and improvement of IT services to support the company's 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 company's service delivery capability.


- Instill 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.

(ref:hirist.tech)

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