IT Operations Manager

Behind the scenes of successful organizations, there are dedicated professionals who drive their operations forward. This is an exciting opportunity for a seasoned IT Operations Manager to lead and manage service operations within the Enterprise Service Management Office (ESMO) organization.

This role is based in Hyderabad and involves leading a team of Senior Service Management Analysts. The ideal candidate will have a deep understanding of ServiceNow and IT Service Management (ITSM) principles and practices, as well as the ability to drive strategic initiatives that enhance service delivery and operational efficiency.

As a key contributor to the Service Management Operations team, the Manager will collaborate with cross-functional teams to ensure the effective management and support of service management processes.

The focus will be on operational execution, supporting the lead practitioner, and guiding junior team members.

Key responsibilities include managing service operations projects, providing technical support for incidents and enhancements, and collaborating with stakeholders to ensure successful delivery of service management initiatives.

Your Role AccountabilitiesRESOURCE MANAGEMENT:

• Lead and manage a high-performing team of ServiceNow service management analysts, providing coaching, mentorship, and performance feedback.
• Allocate analyst resources effectively across projects and initiatives to meet demand and timelines.
• Oversee the recruitment, onboarding, and professional development of service management analysts to ensure long-term success.
• Foster a collaborative, accountable, and inclusive team culture that emphasizes continuous learning and innovation.

SERVICE OPERATIONS STRATEGY:

• Develop and implement service operations strategies and roadmaps that align with the organization's transformation goals.
• Collaborate with leadership and the ITSM process managers to define the strategic direction of service operations.
• Coordinate with cross-functional teams to ensure process objectives are met and deliverables are achieved.
• Monitor process management progress and implement corrective actions as necessary to address any deviations from the plan.
• Develop and implement best practices for operations management and delivery.

STAKEHOLDER MANAGEMENT:

• Build and maintain strong relationships with key stakeholders, including IT, business units, and external partners.
• Facilitate communication and collaboration between stakeholders to ensure alignment of service operations initiatives.
• Act as a liaison between technical teams and business users to translate requirements and ensure successful implementation of process management initiatives.

TECHNICAL SUPPORT (20%):

• Provide process guidance for incidents and enhancements across various service management processes.
• Help troubleshoot and resolve service management issues, ensuring minimal disruption to operations.
• Collaborate with IT teams to implement system updates, patches, and enhancements.

DOCUMENTATION & KNOWLEDGE SHARING:

• Establish standards for documentation and knowledge management across the analyst team.
• Review and approve service management process documentation, requirement specifications, user guides, and knowledge base articles.
• Coordinate knowledge sessions and process roadmap reviews for ServiceNow stakeholders across the organization.
• Foster knowledge-sharing within the analyst team to promote best practices and reusability.

Requirements & Qualifications

• 7 + years of experience in IT service management or related field with 3+ years of experience managing ITSM process management operations in a ServiceNow environment.
• Strong problem-solving skills and the ability to optimize complex processes.
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.
• Bachelor's degree in Information Technology, Business Administration, or related field.
• Not Required But Preferred Experience.
• ITIL v3 or v4 certification (Intermediate or Strategic Leader preferred).
• ServiceNow Certified System Administrator, Certified Business Analyst, or other relevant ServiceNow certifications.
• Experience implementing enterprise service management solutions in global environments.

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