Senior IT Service Management Professional

Business Overview: We are seeking a senior IT Service Management professional to lead our IT Service Management function. This role will be responsible for defining and implementing strategic frameworks, processes, and strategies to ensure efficient and effective delivery of IT services across the organization.This individual must possess strong leadership skills, technical expertise in IT service management frameworks, and the ability to drive transformational change and innovation. The ideal candidate will have experience in developing and executing strategies, policies, and procedures aligned with industry best practices to optimize IT service delivery, support business objectives, and drive operational efficiency.Key Responsibilities:Develop and execute strategic plans to improve IT service delivery, support business objectives, and drive operational efficiencyLead and manage a team of professionals, including operations managers, to ensure alignment with organizational goals and prioritiesEstablish and monitor key performance indicators (KPIs), metrics, and benchmarks to assess IT service management performance, identify areas for improvement, and drive continuous service improvement initiativesCollaborate with IT leadership, stakeholders, and business units to understand service requirements, prioritize initiatives, and align IT service management activities with business objectivesDrive the adoption and compliance of processes across the organization, ensuring adherence to service level agreements (SLAs), operational standards, and regulatory requirementsLead the implementation and optimization of IT service management tools to automate workflows, streamline processes, and enhance the end-user experienceProvide strategic guidance and recommendations to senior management on IT service management trends, technologies, and industry standards to drive innovation, cost-effective solutions, and competitive advantageManage vendor relationships, contracts, and service level agreements (SLAs) for third-party service providers supporting IT service management operationsDevelop and manage resource allocation and staffing plans to support current and future operational needsPrepare and present regular reports, analyses, and recommendations to senior management and stakeholders on IT service management performance, projects, and initiativesLead best practices within the managed servicesFocus on constant training and development of operations teamsResponsible for contribution in the development of governance services IPRequirements:Bachelor's degree in information technology, computer science, business administration, or related field (or equivalent work experience); master's degree preferredProven 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 environmentsStrong technical expertise in IT service management frameworks (e.g., ITIL, COBIT)Experience with IT service management tools and technologies, including implementation, optimization, and integration with other IT systems and platformsExcellent leadership, interpersonal, and communication skills, with the ability to influence and collaborate effectively at all organizational levelsStrong analytical and problem-solving abilities, with a strategic mindset and a focus on driving continuous improvement and operational excellenceITIL expert certification or higher-level ITIL certifications preferredProven track record of successfully leading IT service management programs, initiatives, and projectsExcellent inter-personal skills with an ability to work in a culturally diverse environment and teamsWell conversant with MS Office (Outlook, Word, PowerPoint, Excel) and usage of the InternetTime management – Ability to meet deadlines and work under pressureSelf-motivated and able to work independently with limited supervisionFlexible on timings and willingness to work in an unstructured environmentFamiliarity with the tools, concepts, and methodologies of quality managementWe believe that our employees' differences enable us to serve our clients better. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. ISG is proud to be an equal opportunity workplace and we are committed to creating an inclusive environment for all employees.