Service Management Specialist

1 day ago

Meerut, Uttar Pradesh, India beBeeService Full time US$ 1,00,000 - US$ 1,50,000
Service Management Leader

A visionary leader to drive Service Management excellence in a dynamic environment.

About the Role

We are seeking an accomplished professional to oversee our Service Management platform, ensuring seamless operations and alignment with business needs. This critical leadership position plays a pivotal role in shaping the overall growth and stability of the team.

  • Key Responsibilities:
  • Platform governance and administration
  • AI-driven automation, optimization, and integration initiatives
  • Licence management and procurement
  • Driving policies and procedures for platform governance
  • Initiating and leading tool enhancements and automations for process improvements
  • Providing subject matter expertise in ITSM & CMDB tool architecture and service map configurations
  • Accountable for Request Management and driving continuous improvement and volume reductions through innovative technical solutions
  • Leading KPI and reporting for all Service management processes
  • Managing vendors and contracts for BAU and project resources, tracking their performance
  • Preparing annual budgets and managing expenses for the Service management team
  • Managing and mentoring a team of technical resources to drive organization objectives and platform stability
  • Tracking and managing risk and audit items for the team
  • Supporting planning and achieving learning and development goals for the team
Requirements
  • Tools Enhancement and Management: Overseeing end-to-end management, availability, and governance of Service Management tools within licensing agreements. Improving tool capabilities using AI to institutionalize IT Processes. Development and enhancements of Tools' UI as per HCD (Human Centric Design)
  • Service Reporting: Developing interactive MIS dashboards based on KPIs and generating service reports for management meetings
  • Request Governance: Establishing request governance processes across technology teams and ensuring SLA adherence
  • Workflow Automation: Automating request workflows for quicker and more efficient fulfillment
  • SLA for MAC Activities: Implementing an SLA for all move, add, and change activities managed by our team for the Service Management tool
  • Vendor and Finance Management: Organizing financial documents in a central location, managing annual budgets, monitoring expenses, and maintaining vendor relationships with regular reviews
  • Stakeholder Engagement/Management: Instructing stakeholders on distinguishing between requests and issues and managing them effectively. Setting up feedback systems for identifying process improvement opportunities
  • Risk, Audit, and Control Compliance: Proactively managing process risks and addressing any audit findings promptly
  • Team Management: Providing clear deliverables to the team, identifying development needs, performing regular check-ins, and ensuring compliance with mandatory training and leave

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