Senior IT Service Management Specialist

Job Description:

As a Senior IT Service Management Specialist, you will be responsible for overseeing the end-to-end management of the Service Management platform, ensuring error-free operations in alignment with business needs and ITIL best practices. You will be accountable for Request Management and drive Continuous improvement and volume reductions by adopting innovative and interactive technical solutions.

Key Responsibilities:

• Owning the Service Management platform and ensuring error-free operations in alignment with business needs and ITIL best practices.
• Responsible for Request Management and driving Continuous improvement and volume reductions by adopting innovative and interactive technical solutions.
• Leading KPI and Reporting for all Service management processes.
• Manage vendors and contracts for BAU and Project Resources and track their performance.
• Preparing annual team budget 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 the Risk and Audit Items for the team.
• Providing support for planning and achieving the learning and development goals of the team.

Key Result Areas:

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

Required Skills and Qualifications:

• Self-driven with 14+ years of 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 is a must 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.