ITSM Process Improvement Lead

9 hours ago

Bengaluru, Karnataka, India ITC Infotech Full time
About the Role

We are seeking a highly skilled and experienced IT Service Management (ITSM) Process Improvement Lead to oversee and manage ITSM processes at ITC Infotech in Bangalore, India. The ideal candidate will have a strong background in ITSM, excellent leadership skills, and the ability to drive process improvements across the organization.

Job Description

The ITSM Process Improvement Lead will be responsible for:

  • Leading and managing a team of ITSM process consultants, providing guidance, mentorship, and support.
  • Overseeing the implementation and optimization of ITSM processes, ensuring alignment with industry best practices and organizational goals.
  • Collaborating with cross-functional teams to identify process improvement opportunities and develop strategies to enhance service delivery.
  • Monitoring and analyzing key performance indicators (KPIs) to assess the effectiveness of ITSM processes and drive continuous improvement.
  • Developing and maintaining documentation for ITSM processes, policies, and procedures.
  • Ensuring compliance with ITIL standards and other relevant frameworks.
  • Providing training and support to team members and stakeholders on ITSM processes and tools.
  • Acting as a subject matter expert on ITSM processes, offering guidance and recommendations to senior management.

The successful candidate will have a Bachelor's degree in Information Technology, Computer Science, or a related field, and 5+ years of experience in IT Service Management, with a focus on process improvement and optimization. They will also possess strong leadership and team management skills, excellent communication and interpersonal skills, and in-depth knowledge of ITIL and other relevant frameworks.

Required Skills and Qualifications
  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • Proven experience in IT Service Management, with a focus on process improvement and optimization.
  • Strong leadership and team management skills, with the ability to motivate and inspire a team.
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels.
  • In-depth knowledge of ITIL and other relevant frameworks.
  • Experience with ITSM tools and platforms, such as ServiceNow.
  • Strong analytical and problem-solving skills, with the ability to make data-driven decisions.

The estimated salary for this role is ₹25,00,000 - ₹30,00,000 per annum, depending on experience. This is a full-time position based in Bangalore, India.

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