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Senior Manager – IT Service Management
4 months ago
Financial Outcomes
Ensure optimal usage of IT resources and supporting contracts
Contributing to the development of long-term strategies for service delivery and operations, aligning them with the organization's goals.
Customer Service
Proven capability in delivering superior IT service and support, encompassing all internal business functions. This involves not only addressing immediate technical needs but also strategically driving the business towards the most effective and efficient IT solutions. This approach ensures a seamless integration of technology with business processes, thereby enhancing overall operational excellence and supporting long-term organizational goals.
Internal Processes
Successfully transforming the IT organization by delivering best practices supporting Service Management and overall Operations Service Delivery
Develop and lead cross-process compliance and design coordination within the operations team and cross-functionally throughout the IT Organization
Lead the design and implementation of the NGEN Service Management Framework, COBIT Governance Framework and Operating Model based on ITSM Best Practices
Lead the design and implementation of ITSM and ITAM workflows in ITSM tool, including Incident Management, Change Management, Problem Management, Asset Management, and Configuration Management.
Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes.
Responsible for incorporating new services into the service catalog and service delivery model.
Accountable for building and publishing the service catalog.
Responsible for leading partner teams in the areas of service transformation, Service Management, metrics, and reporting
Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are developed and published.
Responsible for measuring and quantifying performance and compliance
Develop performance measures and consistently report metrics
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
Develop enterprise class monitoring and event management integrations and triggers to a single view and alerting channels
Deep exposure on tools such as FreshWorks, ServiceNow, or BMC Helix
Familiarity with various IT service management frameworks and methodologies
Innovation and Learning
IT Service Management and deep understanding of ITIL frameworks
Understand Infrastructure services.
Org wide process and service design.
What are the Critical success factors for the Role ?
Over all experience of 12+ years in which, minimum 4 years in IT Service management
Understanding of IT infrastructure and should have hands on working in SMO
Should have experience in managing Technology partners and service reviews.
Good understanding of SLAs and KPIs
Should have managed minimum of 3000 + ticket volumes in any previous engagement.
Should have experience is process designs and consulting.
Proven leadership in managing IT service desk operations and team performance with team size of minimum of 10-member team.
Strong track record in implementing ITIL Service disciplines and managing service delivery to meet business goals.
Expertise in network infrastructure, cloud, system administration, and ensuring system and infrastructure availability.
Ability to manage organizational change effectively with strong interpersonal and communication skills.
Maintain oversight of IT Operations, including Service Delivery, Application.
What are the Desirable success factors for the Role ?
ITIL certifications must have.
Good understanding of technology, Automations, DevOps and Monitoring
