Service Management Leader

4 days ago

Rajahmundry, Andhra Pradesh, India beBeeService Full time ₹ 1,50,00,000 - ₹ 2,50,00,000
Job Overview

This critical leadership role plays an important part in the overall growth and stability of our team. As a leader, you will be responsible for overseeing the Service Management platform, ensuring error-free operations in alignment with business needs and ITIL best practices.

Key Accountabilities:
  • Platform administration
  • AI-driven Automations, Optimizations & Integrations
  • Licence Management
  • Driving policies and procedures to platform governance
  • Request Management
  • Continuous improvement and volume reductions by adopting innovative technical solutions
  • Lead KPI and Reporting for all Service management processes
Job Responsibilities

As a successful candidate, you will manage vendors and contracts for BAU and Project Resources and track their performance. You will also prepare annual team budget and manage expenses for the Service management team. In addition, you will be responsible for managing and mentoring a team of technical resources to drive organization objectives and platform stability. Furthermore, you will track and Manage the Risk and Audit Items for the team.

Key Performance Areas:
  • Tools Enhancement and Management: Oversee end-to-end management, availability, and governance of the Service Management tools within the licensing agreement. Improves the capability of the tool using AI to institutionalize IT Processes.
  • 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.

The incumbent should be self-driven with 14+ years of experience in governing BMC Helix ITSM. The individual should have hands-on knowledge of BMC tools, specifically on Helix ITSM (SaaS) and Helix Discovery. A working knowledge of Helix GPT is a must with demonstrated ability to leverage AI technologies effectively in Service Management. Additionally, the individual should have experience in establishing Management Information System and license management. A strong understanding of UI/UX tools and HCD (Human-Centric Design) is necessary. Managed ITSM transformation programs are required. Designing, defining, and driving ITIL processes, preferably from the Banking Industry, is a plus. Significant experience in leading support for large, complex, multi-functional environments is necessary. Prior meaningful technology and business/industry work experience including experience in Vendor management and Finance management (budgeting/forecasting/expenses) is a plus. Experience with Scrum, Kanban, or other Agile development techniques is required.

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