Technical Service Manager

3 weeks ago

Bengaluru, Karnataka, India Alstom Full time

  • About the Role

At Alstom, we are seeking an experienced Information Technology leader with Operations and Delivery experience to drive the implementation and support of new capabilities aligned to service monitoring, availability, and health.


This role will require the successful candidate to broker the implementation and management support of a new Operating Model across the service desk and command center space.


Key Responsibilities

The key responsibilities of this role include:



  • Providing vision and leadership to ensure the maturity of business intelligence within the department
  • Collaboratively and extensively investigating, analysing, and interpreting business needs based on a strong understanding of business processes, drivers, and priorities
  • Setting up governance and managing adherence to operational budgets
  • Managing operational changes to supplier contracts
  • Managing relationships with external suppliers of Alstom
  • Monitoring asset performance and recommending corrective measures
  • Ensuring the Request Fulfilment process operates in a truly end-to-end manner, fully integrated with other resolver group processes, and all Service Integrator roles are clearly identified and fulfilled
  • Identifying opportunities to automate service requests and liaising with the Digital Factory team to implement newer ideas to make the process leaner
  • Identifying improvement opportunities to drive better user satisfaction, both in terms of providing a simplified interface for submission of requests and the time taken to fulfil them
  • Broad technical understanding of IT functions, along with an understanding of the capabilities of the service provider community to fulfil these requests
  • Maintaining oversight of the end-to-end global process, resolving exceptions, and dealing with queries in a consistent and timely manner
  • Working across functional teams to assess opportunities for improving efficiency, implement and operate automation capabilities, and managing a team of analysts/specialists and supervising their performance
  • Managing Chatbot use cases for different IT scenarios, collaborating with cross-functional teams to design and develop APIs for system integration and information retrieval, and building and executing the roadmap for the chatbot
  • Managing RPA use cases, identifying candidates for automation in the request management catalogue, and developing sustainable processes to manage the completion of tasks in a timely manner and with the right level of quality
  • Managing end-point automations for self-service and/or self-heal capabilities in collaboration with the workplace and other functional teams
  • Managing business relationships with Service Desk and other stakeholders to guide and influence successful delivery of service in accordance with service level agreements/contracts
  • Establishing best practices through the entire technical support process and providing customer feedback to the appropriate internal teams

About You

We are looking for a highly experienced Information Technology leader with a strong background in Operations and Delivery, who has demonstrated the ability to provide leadership and strategic vision within their area of responsibility.


The successful candidate will have a sound understanding of financial and procurement topics in a global context, along with the ability to manage supplier relationships through influence.


They will also have a track record of working with IT Executives, exhibiting composure, credibility, and technical acumen, as well as experience in ITIL Foundations with subject matter expertise in Event, Incident, Problem, and Change Management processes.


Strong analytical skills, with the ability to synthesise the ecosystem and relationships of various IT technologies for the delivery of business services, are also essential.


Detail-oriented, with the ability to drive change to promote order, control, and consistency into an Operations environment, is also required.


Communication proficiency is also essential for this role.


If you are up for the challenge, we would love to hear from you.


At Alstom, we are an equal-opportunity employer that celebrates diversity across the 63 countries we operate in.


We are committed to creating an inclusive workplace for everyone.


Job Segment: Operations Manager, User Experience, Technical Support, Change Management, Business Intelligence, Operations, Technology, Management

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