Lead Service Consultant

3 weeks ago


Bengaluru, Karnataka, India Société Générale Assurances Full time

Lead Service Analyst

As part of our Service Delivery team, you will play a key role in leading ITIL processes, steering internal projects and initiatives, and managing service levels, quality, and client expectations.

Key responsibilities include:

• Leading ITIL processes in Database Reliability Engineering

• Acting as process officer for change management boards

• Managing critical incidents, including communication, decision-making, and postmortem analysis

• Tracking and reporting progress on problems

• Building and managing client relationships and satisfaction

• Defining and managing service roadmaps aligned with client needs and DRE transformations

• Collaborating with clients and chapters to evolve the service model in line with strategic and industry changes

• Serving as the primary point of contact for service levels and issues

• Helping address client requests, escalations, and issues, and proactively addressing negative service trends

• Providing critical analysis on client issues and implementing improvements

• Driving the promotion and adoption of GTS strategy across clients

• Ensuring quality of service and service level performance, including tracking and reporting to clients and management

• Engaging with PMO, chapters, and clients on delivery of relevant projects and CSLAs/contracts

• Creating and maintaining relevant service delivery management documentation


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