IT Service Management Lead
1 day ago
We are seeking a highly skilled IT Service Management Lead to join our team at Garrett - Advancing Motion. This role plays a pivotal part in ensuring seamless service delivery and continuous improvement.
About the Role
As an IT Service Management Lead, you will be responsible for managing and enforcing Service Level Agreements (SLAs) with external vendors, ensuring timely service delivery, adherence to quality standards, and efficient incident resolution. You will also collaborate closely with external service providers to optimize service offerings, address gaps, and drive continuous improvement. Your primary focus will be on controlling SLAs and enhancing services provided by external key vendors. Key responsibilities include SLA Management, Vendor Collaboration, Service Enhancement, Problem Resolution, Performance Metrics, Documentation, Stakeholder Communication, and Risk Mitigation.
Key Responsibilities:
1. Develop and implement a comprehensive service management framework to ensure service delivery aligns with business objectives.
2. Compile and analyze reports on customer service metrics and trends, providing valuable insights to management.
3. Lead the setup, implementation, and governance of Service Integration and Management (SIAM) frameworks.
4. Provide inputs for annual operating plans and contribute to effective financial planning and management.
5. Enforce efficient management and governance practices to maximize value from service providers.
6. Enforce and govern vendor management services by reviewing the SOW and manage monthly resource billing along with invoice review with respective stakeholders.
7. Monitor and govern agreed SLA's and KPI's of service providers along with leadership on a weekly/monthly and quarterly basis.
8. Establish and chair management operating systems (MOS) to review process and operational performance at various levels.
9. Provide subject matter expertise and leadership in service management, including change management, release management, major incident management, service level management, continual service improvement, and problem management.
10. Drive ServiceNow integration across multiple processes, ensuring seamless functionality and efficiency.
Education and Experience
The ideal candidate should possess a Bachelor's degree in Information Technology or related fields, or equivalent experience. A minimum of 3-5 years of experience in service management roles, preferably in a large-scale organization, is required. Certification in ITIL or related disciplines is highly desirable.
Salary Range
$80,000-$110,000 per year
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