Senior Service Management Professional

3 days ago

Surat, Gujarat, India beBeeExperienced Full time US$ 8,00,000 - US$ 10,00,000
Service Management Leader

Job Purpose:

Our organization seeks a seasoned Service Management leader to oversee the development and implementation of our service management platform. This critical role will ensure seamless operations in alignment with business needs and industry best practices.

This leadership position plays a vital role in the overall growth and stability of our team, overseeing the administration of the service management platform, ensuring error-free operations, and driving process improvements through AI-driven automations, optimizations, and integrations.

The successful candidate will be responsible for managing vendors and contracts, tracking performance, and preparing annual budgets. Additionally, they will lead teams of technical resources, manage risk and audit items, and provide support for learning and development goals.

Key Responsibilities:
  • Tools Enhancement and Management: Oversee end-to-end management, availability, and governance of the service management tools within licensing agreements. Develop capabilities using AI to institutionalize IT processes.
  • Service Reporting: Develop interactive MIS dashboards based on KPIs and generate service reports for management meetings.
  • Request Governance: Establish request governance processes across technology teams and ensure SLA adherence.
  • Workflow Automation: Automate request workflows for quicker and more efficient fulfillment.
  • SLA for MAC Activities: Implement SLAs for all move, add, and change activities managed by our team for the service management tool.
  • Vendor and Finance Management: Organize financial documents in central locations, manage annual budgets, monitor expenses, and maintain vendor relationships with regular reviews.
  • Stakeholder Engagement/Management: Instruct stakeholders on distinguishing between requests and issues, manage them effectively, and set up feedback systems for identifying process improvement opportunities.
  • Risk, Audit, and Control Compliance: Proactively manage process risks and address audit findings promptly.
  • Team Management: Provide clear deliverables to teams, identify development needs, perform regular check-ins, and ensure compliance with mandatory training and leave.
Requirements:
  • 14+ years of experience governing BMC Helix ITSM.
  • Hands-on knowledge of BMC tools, specifically Helix ITSM (SaaS) and Helix Discovery.
  • Working knowledge of Helix GPT and ability to leverage AI technologies effectively in service management.
  • In-depth understanding of common data models and CMDB configurations.
  • Experience establishing Management Information Systems and license management.
  • Strong understanding of UI/UX tools and Human-Centric Design.
  • Managed ITSM transformation programs.
  • Designed, defined, and driven ITIL processes, preferably from banking industries.
  • Significant experience leading support for large, complex, multi-functional environments.
  • Prior meaningful technology and business/industry work experience, including experience in vendor management and finance management.
  • Experience with Scrum, Kanban, or other Agile development techniques.
  • Ability to build positive relationships with own teams, businesses, and technology partners.

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