Senior IT Service Management Professional

We are a cutting-edge technology service management operation unit, dedicated to providing seamless and uninterrupted services to our staffs and customers. Our mission is to deliver world-class customer and employee experience through the implementation of ITIL process governance, leading service improvements, and driving automation.

As a critical leadership role in our fast-paced leadership team, you will be responsible for owning the Service Management platform, ensuring error-free operations in alignment with business needs and ITIL best practices.

Key accountabilities include:

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• Platform administration">
• AI-driven Automations, Optimizations & Integrations">
• Licence Management">
• Driving policies and procedures to platform governance">
• Initiate and Lead Tool enhancements and Automations for process improvements">
• Provide subject matter expertise in the ITSM & CMDB tool Architecture and Service Map configurations">
• Accountable for Request Management and drive Continuous improvement and volume reductions by adopting innovative and interactive technical solutions">
• Lead KPI and Reporting for all Service management processes">
• Manage vendors and contracts for BAU and Project Resources and track their performance">
• Prepare annual team budget and manage expenses for the Service management team">
• Manage and mentor the team of technical resources to drive organization objectives and platform stability">
• Track and Manage the Risk and Audit Items for the team">
• Provide support for planning and achieving the learning and development goals of the team">
• ">">Requirements">

For this position, we require an experienced professional with a strong background in governing BMC Helix ITSM. The ideal candidate should possess hands-on knowledge of BMC tools, specifically on Helix ITSM (SaaS) and Helix Discovery.

The incumbent should have a working knowledge of Helix GPT and demonstrated ability to leverage AI technologies effectively in Service Management.

Additionally, the candidate should have an in-depth understanding of Common data model and CMDB configuration, as well as experience in establishing Management Information System and licence management.

Strong understanding of UI/UX tools and HCD (Human Centric Design) is also necessary, along with managed ITSM transformation programs, designing, defining, and driving ITIL processes, preferably from Banking Industry.

Significant experience in leading support for large, complex, multi-functional environments, prior meaningful technology and business/industry work experience including experience in Vendor management and Finance management (budgeting/forecasting/Expenses), and experience with Scrum, Kanban, or other Agile development techniques are required.

Ability to build positive relationships with own team, business, and technology partners, multitasking, handling changing priorities, and working independently in a fast-changing environment are also essential skills.

Key result areas for this position include:

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• Tools Enhancement and Management: Oversee end-to-end management, availability, and governance of the Service Management tools within the licensing agreement.">
• Service Reporting: Develop an interactive MIS dashboard based on KPIs and generate service reports for management meetings.">
• Request Governance: Establish a request governance process across technology teams and ensure SLA adherence.">
• Workflow Automation: Automate request workflows for quicker and more efficient fulfillment.">
• SLA for MAC Activities: Implement an SLA for all move, add, and change activities managed by our team for the Service Management tool.">
• Vendor and Finance Management: Organize financial documents in a central location, manage the annual budget, monitor expenses, and maintain vendor relationships with regular reviews.">
• Stakeholder Engagement/Management: Instruct stakeholders on distinguishing between requests and issues and manage them effectively. Set up a feedback system for identifying process improvement opportunities.">
• Risk, Audit, and Control Compliance: Proactively manage process risks and address any audit findings promptly.">
• Team Management: Provide clear deliverables to the team, identify development needs, perform regular check-ins, and ensure compliance with mandatory training and leave.">">What We Offer">

As a member of our team, you will have the opportunity to work on challenging projects, develop your skills, and contribute to the growth and success of our organization.

We offer a dynamic and supportive work environment, competitive compensation and benefits package, and opportunities for career advancement.