Technical Service Manager

2 days ago

Erode, Tamil Nadu, India beBeeLeadership Full time US$ 1,20,000 - US$ 1,50,000

Job Opportunity

The ideal candidate will be responsible for overseeing the Service Management platform, ensuring seamless operations in alignment with business objectives and industry best practices.

Key Responsibilities:

  • Platform administration to ensure error-free operations;
  • AI-driven Automations, Optimizations & Integrations to drive process improvements;
  • License Management to ensure compliance;
  • Driving policies and procedures to platform governance;
  • Initiate and Lead Tool enhancements and Automations for process improvements;
  • Provide subject matter expertise in ITSM & CMDB tool Architecture and Service Map configurations;
  • Accountable for Request Management and driving Continuous improvement and volume reductions by adopting innovative 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.

Required Skills and Qualifications:

  • Self-driven with 14+ experience in governing BMC Helix ITSM;
  • Hands-on knowledge of BMC tools, specifically on Helix ITSM (SaaS) and Helix Discovery;
  • Working knowledge of Helix GPT with demonstrated ability to leverage AI technologies effectively in Service Management;
  • In-depth understanding of Common data model and CMDB configuration;
  • Experience in establishing Management Information System and license management;
  • Strong understanding of UI/UX tools and HCD (Human Centric Design);
  • 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);
  • Experience with Scrum, Kanban, or other Agile development techniques;
  • Ability to build positive relationships with own team, business, and technology partners;
  • The candidate must be able to multitask, handle changing priorities and work independently in a fast-changing environment.

Benefits:

  • This is a leadership role that plays an important part in the overall growth and stability of the team;
  • Opportunity to work in a fast-paced leadership team;
  • Responsible for owning the Service Management platform;
  • Leading tool enhancements and automations for process improvements;
  • Providing subject matter expertise in ITSM & CMDB tool Architecture and Service Map configurations.

Others:

The company has various international locations across UAE, Egypt, UK, USA, HK, India and others.

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