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IT Service Management Strategist
2 months ago
At Jio, we are seeking an accomplished IT Service Management Strategist to lead and oversee our Incident, Problem, and Change Management (IPC) functions. This role is responsible for defining, implementing, and continually improving the organization's ITSM - IPC strategy, ensuring that IPC processes are delivered in alignment with business objectives.
Key Responsibilities:- Develop and execute the IPC strategy to align with organizational goals and business needs along with adoption of ITIL best practices and frameworks.
- Own the design, implementation, and optimization of key IPC processes, Service Level Management, and Knowledge Management.
- Define and establish IPC policies, governance models, and frameworks to ensure consistency, compliance, and continuous improvement across the service management lifecycle.
- Ensure that IPC services are delivered efficiently, effectively, and in accordance with agreed-upon KPIs, SLAs and OLAs.
- Monitor and measure IPC delivery performance through automated dashboard & identifying areas for improvement.
- Implement continuous improvement initiatives to enhance service quality, customer satisfaction, and operational efficiency.
- Drive predictive analysis for incident, problem and changes and improvise RPA based automation.
- Lead, mentor, and develop a high-performing IPC team, ensuring that teams have the skills to effectively manage and improve IT services.
- Promote a culture of collaboration, knowledge-sharing, and continuous learning within the ITSM team. Provide regular coaching and performance feedback to team members.
- Build, maintain & collaborate strong relationships with All stakeholders, ensuring alignment between IT service management and business needs.
- Ensure regular communication and reporting on IT service performance, issues, and improvements to senior management, business units, and external vendors. Facilitate periodic review meetings, to ensure alignment and accountability across IT service delivery.
- Own optimization of ITSM tools to ensure the support the business service management needs.
- Leverage automation, artificial intelligence (AI), and machine learning (ML) technologies to drive efficiency and innovation within the IPC function.
- Ensure that ITSM tools are integrated with other IT systems and platforms (e.g., monitoring, ticketing, reporting tools) to provide seamless end-to-end service management capabilities.
- Ensure that ITSM processes and activities comply with internal policies, industry standards, and regulatory requirements. Ensure all audits are cleared without any observations.
We offer a competitive salary range of $120,000-$180,000 per annum, commensurate with experience, and a comprehensive benefits package including health insurance, retirement plan, and paid time off.
