Chief Information Technology Officer

4 days ago

Delhi, Delhi, India beBeeIndustry Full time ₹ 20,00,000 - ₹ 25,00,000
IT Service Management Leader

As an IT Service Management Leader, you will oversee the strategic direction and execution of our organization's IT service management initiatives. You will lead the implementation and optimization of our ITIL framework, focusing on incident management and aligning IT services with business needs.

This is a remote leadership position where you will work closely with senior management, IT teams, and other stakeholders to drive IT service excellence and ensure compliance with industry best practices.

  • Design, implement, and continuously improve ITIL frameworks across the organization, ensuring alignment with business objectives and IT service management best practices.
  • Oversee the end-to-end incident management process, ensuring rapid identification, escalation, resolution, and post-incident analysis to minimize service downtime and enhance system reliability.
  • Lead and mentor a global team of ITSM professionals, promoting a culture of accountability, collaboration, and continuous improvement.
  • Work with key stakeholders across IT and business units to ensure that incident management processes align with organizational needs and customer expectations.
  • Develop and enforce SLA policies related to incident resolution and performance, ensuring optimal service delivery and customer satisfaction.
  • Continuously assess and improve incident management processes and workflows to enhance efficiency, reduce response times, and improve service availability.
  • Establish and lead training initiatives to ensure IT teams are fully equipped with ITIL knowledge and skills needed to handle complex incidents and service challenges.
  • Implement and optimize tools and platforms for incident tracking, reporting, and service management, ensuring seamless integration with existing IT systems.
  • Define and track key performance indicators (KPIs) for incident management processes, reporting regularly to executive leadership on service delivery performance and opportunities for improvement.
  • Develop and implement processes to effectively manage and mitigate risks associated with service changes, incidents, and downtime.

Qualifications:

  • 8+ years of experience in IT Service Management (ITSM) with a focus on Incident Management and ITIL Framework Implementation at a senior leadership level.
  • ITIL Expertise: Deep understanding of ITIL principles, methodologies, and best practices. ITIL v3 or ITIL 4 certification is required.
  • Leadership: Proven track record in leading cross-functional teams and managing incident management functions in large, complex IT environments.
  • Incident & Problem Management: Strong experience in managing incidents and problems across IT systems, with a focus on root cause analysis, resolution, and proactive service improvement.
  • Process Design & Optimization: Expertise in designing, implementing, and optimizing ITSM processes, particularly related to incident management and service continuity.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to interact effectively with senior stakeholders and cross-functional teams.
  • Data-Driven Decision-Making: Ability to leverage data and analytics to assess performance, identify opportunities for improvement, and drive decision-making.
  • Tech-Savvy: Experience working with ITSM tools (e.g., ServiceNow, Jira Service Management, BMC Remedy) and integrating ITIL practices into these platforms.
  • Global Leadership Experience: Previous experience managing remote teams or working in a geographically distributed workforce.

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