Senior Executive

Job Overview

We are a 24 x 7 technology service management operation unit, focused on ensuring uninterrupted technology services to our staff and customers through ITIL process governance.

This critical leadership role plays an important role in the overall growth and stability of the team.

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

Key accountabilities include platform administration, AI-driven automations, optimizations, and integrations, license management, driving policies and procedures to platform governance.

You will initiate and lead tool enhancements and automations for process improvements, provide subject matter expertise in ITSM & CMDB tool architecture and service map configurations, and manage request management and drive continuous improvement and volume reductions by adopting innovative technical solutions.

Additionally, you will lead KPI and reporting for all service management processes, manage vendors and contracts for BAU and project resources, and track their performance.

Key Responsibilities:

• Platform Administration: Oversee end-to-end management, availability, and governance of the service management tools within the licensing agreement.
• AI-Driven Automations: Improve the capability of the tool using AI to institutionalize IT processes, develop and enhance the tools' UI according to 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 vendor relationships with regular reviews.
• Stakeholder Engagement/Management: Instruct stakeholders on distinguishing between requests and issues and manage them effectively.
• 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:

• 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 systems and license management.
• Strong understanding of UI/UX tools and HCD (Human-Centric Design).
• Managed ITSM transformation programs.
• Designed, defined, and driven ITIL processes, preferably from the 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.
• 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.