Dynamic IT Service Delivery Specialist

IT Service Management Position OverviewWe are seeking a strategic and experienced IT service management professional to define and implement strategies, frameworks, and processes to ensure efficient and effective delivery of IT services across the organization.Key Responsibilities:Develop and Execute Strategies: Develop and execute strategies, policies, and procedures aligned with industry best practices (e.g., ITIL framework) to optimize IT service delivery, support business objectives, and drive operational efficiency.Lead and Manage Teams: Lead and manage a team of professionals, including ops managers, leading tool configuration, ensuring alignment with organizational goals and priorities.Establish Performance Indicators: Establish and monitor key performance indicators (KPIs), metrics, and benchmarks to assess IT service management performance, identify areas for improvement, and drive continuous service improvement initiatives.Collaborate with Stakeholders: Collaborate with IT leadership, stakeholders, and business units to understand service requirements, prioritize initiatives, and align IT service management activities with business objectives.Drive Process Adoption: Drive the adoption and compliance of processes across the organization, ensuring adherence to service level agreements (SLAs), operational standards, and regulatory requirements.Implement ITSM Tools: Lead the implementation and optimization of IT service management tools (e.g., ServiceNow) to automate workflows, streamline processes, and enhance the end-user experience.Provide Strategic Guidance: Provide strategic guidance and recommendations to senior management on IT service management trends, technologies, and industry standards to drive innovation, cost-effective solutions, and competitive advantage.Manage Vendor Relationships: Manage vendor relationships, contracts, and service level agreements (SLAs) for third-party service providers supporting IT service management operations.Develop Resource Allocation Plans: Develop and manage resource allocation plans to support current and future operational needs.Prepare Reports: Prepare and present regular reports, analyses, and recommendations to senior management and stakeholders on IT service management performance, projects, and initiatives.Requirements:Education: Bachelor's degree in information technology, computer science, business administration, or related field (or equivalent work experience); master's degree preferred.Experience: Proven experience (8+ years) in IT service management or related roles, with demonstrated leadership experience in defining and implementing IT service management strategies and managing IT service management teams in complex organizational environments.Technical Expertise: Strong technical expertise in IT service management frameworks (e.g., ITIL, COBIT).ITSM Tools: Experience with IT service management tools and technologies, including implementation, optimization, and integration with other IT systems and platforms.Leadership Skills: Excellent leadership, interpersonal, and communication skills, with the ability to influence and collaborate effectively at all organizational levels.Analytical Skills: Strong analytical and problem-solving abilities, with a strategic mindset and a focus on driving continuous improvement and operational excellence.ITIL Certification: ITIL expert certification or higher-level ITIL certifications preferred.Leadership Experience: Proven track record of successfully leading IT service management programs, initiatives, and projects.Communication Skills: Excellent inter-personal skills with an ability to work in a culturally diverse environment and teams.Microsoft Office: Well conversant with MS office (outlook, word, powerpoint, excel) and usage of the internet.Time Management: Ability to meet deadlines and work under pressure.Self-Motivation: Self-motivated and able to work independently with limited supervision.Flexibility: Flexible on timings and willingness to work in an unstructured environment.Quality Management: Familiarity with the tools, concepts, and methodologies of quality management.Why ISG?At ISG, we celebrate diversity and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We are proud to be an equal opportunity workplace and strive to create an inclusive environment for all employees.