ITSM Business Excellence Leader

4 days ago

Bengaluru, Karnataka, India beBeeStrategic Full time ₹ 1,04,000 - ₹ 1,30,878
Job Overview

We are seeking an experienced ITSM professional to lead our team in delivering high-quality service management processes and systems. The successful candidate will have a proven track record of implementing and managing large-scale IT projects, with a strong focus on stakeholder management and customer satisfaction.

Key Responsibilities
  • Develop and implement robust service management processes aligned with the ITIL framework.
  • Lead the development and implementation of the ITSM roadmap, working closely with other teams and stakeholders to ensure seamless integration.
  • Drive incident, change, problem, knowledge, and other activities to ensure process maturity in IT Service Management.
  • Act as tactical leader to ensure processes and systems support the business.
  • Provide strategic vendor relationship management for ITSM suppliers and third parties.
  • Lead metrics benchmarking, set targets, establish baselines, and create corresponding reporting covering service management processes, controls, end-to-end monitoring, and automation.
Requirements
  • Bachelor's degree in a related field or equivalent experience.
  • Confirmed stakeholder management, presenting to and influencing executive leaders.
  • Confirmed experience working on high-impact global projects, strategic initiatives, and change management initiatives.
  • Minimum of eight years of related work experience, five years of supervisory experience.
  • Experience implementing and leading operations using ServiceNow for a Fortune 100 organization.
  • Strong customer focus (internal and external), including the understanding of customer-centric design and experience.
  • Demonstrated usage of best practices for managing process, data, and technology to deliver a great client experience.
  • Extensive familiarity with ITIL process implementation and certification in ITIL.
  • Agile development experience desired.
  • Prior experience in defining, creating, and providing operational level support to meet service level agreements, operational level agreements, and standard operating procedures in support of a service catalog.
  • Experience managing vendor outcomes and performance including owning and negotiating SLAs/OLAs.

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