Consultant - Service Management

1 month ago

hyderabad, India Genpact Full time

With a startup spirit and 115,000 + curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.

Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.

Welcome to the relentless pursuit of better.

Inviting applications for the role of Consultant - Service Management

Responsibilities:

·Own and lead the Service Delivery Practice, which currently consists of a team of approximately 8 professionals.

·Define and establish service goals, expected outcomes and measurable results.

·Design and utilize score-cards, surveys, methods and tools to monitor KPI, OLA and SLA compliance

·Collaborate with relevant teams to define the service portfolio roadmap, maturity path, customer priorities and drive to continuously improve maturity levels.

·Ensure that IT Services are being consumed efficiently by business units.

·Ensure IT Service Managers are partnering/interfacing with key business units.

·Coach and mentor as necessary

·Accountable for the strategic direction and guidance of ITSM processes and functions, as well as their supporting tools

·Ensure services and tools are consistently deployed, executed, measured, monitored, and improved for Incident Management, Problem Management, Change Management, Asset Management, Configuration Management (CMDB), Capacity Management, Service Catalog, ServiceNow ITSM Platform, etc.

·Develop business cases to propose and implement additional ITSM processes and functions to further improve service – Knowledge Management, Release Management, Event Management, Request Management (with self-service capabilities)

·Ensure service levels are defined and met around Availability, Performance and Resiliency

·Own and orchestrate a formal Root Cause Analysis (RCA) methodology to drive long term resolution of Sev 1 (Critical severity incidents), recurring incidents, recurring problems, or major events.

·Own and orchestrate the Disaster Recovery and Business Continuity Plan

·Partner with leaders and key business units to define and document the plan for Process Maps, Runbooks and RPOs and RTOs

·Operationalize and test the plan on a regular basis as well as maintain the plan and make updates.

·Results from periodic tests or dry runs, changing needs of the business, updates or changes to policies, process or infrastructure.

·Identify and define opportunities for process improvement and adhere to the principals of Continual Service Improvement utilizing metrics to ensure processes provide the anticipated value to stakeholders and users.

·Continually analyses and refine service portfolio metrics to help shape the future ITSM Strategy

·Providing analysis, consulting, and making recommendations on good practices for solutions that scale and are flexible to adapt to a changing ecosystem.

·Coaching, mentoring and motivating service delivery managers and staff to increase service and staff performance, end-user satisfaction, and employee satisfaction.

·Executive presence with the ability to clearly communicate ITSM/IT Service Delivery concepts and processes to all levels of stakeholders.

·Ability to adapt style and level of abstraction as appropriate.

·Demonstrable and relatively recent experience in ITSM (IT Service Management) and/or IT Service Delivery Leadership

·Thorough understanding of IT service portfolio creation and management, service and value requirement definition and design, and typical supporting operating models

·Significant experience working within the ITIL Framework with formal Service Management to include but not limited to:

·Incident Management, Problem Management, Change Management, Asset Management, Configuration Management (CMDB), Capacity Management, Service Catalog

·Implementation of IT Service Management Tools and SLAs (Service Level Agreements) – ServiceNow Software and CMDB databases and Cis

·Experience creating, documenting and disseminating IT processes.

·Operates with a strong sense of urgency ensuring that the operationalized ITSM processes and functions add value to all stakeholders, with respect to the delivery, management, and consumption of those services.

·Establish strong relationships and partnerships with business/IT, clients/customers.

·Have a strong desire to deliver exceptional customer experiences, obsess over quality of services being delivered, and be relationship oriented through transparent and proactive communication. Some ways could include:

·Surveys to gather periodic customer feedback on a consistent basis.

·Utilize an outside-in approach model and measure service success from customer’s point of view.

·Proactively showcase service improvements

·Effectively communicate service impairments to the business/customers in a timely manner while taking ownership of service resolution/restoration and coordination of resources

·Collaborate closely with IT teams, enable and share a common, customer-centric culture with the teams and apply common methods to drive excellence in the role or function.

·Facilitate and drive alignment across teams, conduct customer research, and work with key stakeholders across business and technology to develop the service strategy, vision and roadmap.

·Excellent Communication skills to interact within team and with global clients.

Qualifications we seek in you

Minimum qualifications:

·Bachelor's Degree required. Preferably in Computer Science, Information Systems, or related field

·Bachelor's degree in computer science, information systems, business administration or other related field

·ITIL v4 Foundation Certification – minimum

·ITIL v4 Expert Certification – preferred

·Agile/Scrum (CSM) Certification – preferred

·Project management training and/or PMP/PRINCE2 certification – preferred

Preferred Qualifications/ Skills

Very good written and presentation / verbal communication skills with experience of customer interfacing role. In-depth requirement understanding skills with good analytical and problem-solving ability, interpersonal efficiency, and positive attitude

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