IT Service Management Executive

2 weeks ago

kannur, India beBeeServiceDelivery Full time

Job Title: Service Delivery DirectorJob Summary:We are seeking an experienced IT Service Delivery Director to lead our IT service management function. The successful candidate will be responsible for developing and executing strategies, policies, and procedures to optimize IT service delivery and support business objectives.Key Responsibilities:Develop and Execute ITSM Strategies: Develop and execute comprehensive IT service management strategies aligned with industry best practices to optimize IT service delivery and support business objectives.Lead ITSM Teams: Lead and manage a team of professionals responsible for the delivery of IT services, including Ops Managers, leading tool configuration and ensuring alignment with organizational goals and priorities.Establish Performance Metrics: Establish and monitor key performance indicators (KPIs), metrics, and benchmarks to assess ITSM 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 ITSM 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 ITSM tool to automate workflows, streamline processes, and enhance the end-user experience.Provide Strategic Guidance: Provide strategic guidance and recommendations to senior management on ITSM 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 ITSM operations.Resource Allocation: Develop and manage resource allocation, and staffing plans to support current and future operational needs.Requirements:Bachelor's degree in information technology, Computer Science, Business Administration, or related field; Master's degree preferred.Proven experience in IT service management or related roles, with demonstrated leadership experience in defining and implementing ITSM strategies and managing ITSM teams in complex organizational environments.Strong technical expertise in ITSM frameworks, experience with ITSM tools and technologies, including implementation, optimization, and integration with other IT systems and platforms.Excellent leadership, interpersonal, and communication skills, ability to influence and collaborate effectively at all organizational levels.

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