Technology Service Manager

1 day ago

Amrāvati, Maharashtra, India beBeeLeadership Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

Job Overview

We are a dynamic technology service management operation unit focused on delivering uninterrupted Technology Services to staff and customers through ITIL process governance.

Serving multiple business groups, we support varied applications usage patterns built on multiple technology stacks. These services/applications are created via traditional, scrum, and agile development methodologies, hosted and managed on private, public, and hybrid cloud, as well as on-prem data centers across operational geographies.

This critical leadership role plays a vital part in the team's overall growth and stability.

As a senior leader in Service Management, you will be responsible for owning the Service Management platform, ensuring error-free operations aligned with business needs and ITIL best practices.

Key Responsibilities:

  • Platform administration, AI-driven automations, optimizations, and integrations
  • Licence management, driving policies and procedures to platform governance
  • Leading tool enhancements and automations for process improvements
  • Providing subject matter expertise in ITSM and CMDB tool architecture and service map configurations
  • Leading KPI and reporting for all Service Management processes
  • Managing vendors and contracts for BAU and project resources, and tracking their performance
  • Preparing annual budgets and managing expenses for the Service Management team
  • Managing and mentoring the team of technical resources to drive organization objectives and platform stability
  • Tracking and managing risk and audit items for the team
  • Supporting planning and achieving learning and development goals of the team

Key Performance Indicators:

  • Toolls Enhancement and Management: Oversee end-to-end management, availability, and governance of the Service Management tools within the licensing agreement, improving 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.

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