Senior Service Management Professional

Job Summary:

As a Senior Service Management Specialist, you will be responsible for overseeing the end-to-end management of service management tools within licensing agreements. You will improve the capability of the tool using AI to institutionalize IT processes and develop enhancements of the Tools' UI as per HCD (Human Centric Design). You will also develop an interactive MIS dashboard based on KPIs and generate service reports for management meetings.

Key Responsibilities:

• Tools Enhancement and Management: Oversee the end-to-end management, availability, and governance of the service management tools within licensing agreements. Improve the capability of the tool using AI to institutionalize IT processes. Develop and enhance the Tools' UI as per HCD (Human Centric Design).
• 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.

Requirements:

The ideal candidate should have 14+ years of experience in governing BMC Helix ITSM. They should have hands-on knowledge of BMC tools, specifically on Helix ITSM (SaaS) and Helix Discovery. The working knowledge of Helix GPT is a must with demonstrated ability to leverage AI technologies effectively in Service Management.

Skills and Qualifications:

• 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.

Benefits:

This is a challenging and rewarding role that requires strong leadership skills, technical expertise, and excellent communication skills. If you are a motivated and experienced professional looking to take your career to the next level, we encourage you to apply.