Senior IT Service Delivery Expert

2 days ago

Hubli, Karnataka, India beBeeSpecialist Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

Job Title: Senior IT Service Management Specialist Trainer

We are seeking an experienced IT professional to oversee our IT service management practices. The ideal candidate will have over 10+ years of experience in managing IT service delivery, process governance, and continual improvement.

This role is designed for a seasoned professional who will not only oversee ITSM practices but also train, mentor, and develop fresh graduates entering the IT services field.

The successful candidate will bring expertise in ITIL frameworks, service delivery models, and enterprise ITSM tools, while fostering a learning environment that builds the next generation of IT service professionals.

Key Responsibilities:
  • Developing Training Programs: Designed and delivered structured training programs for graduate trainees on ITSM principles, ITIL practices, and service delivery models.
  • Mentoring and Coaching: Mentored and coached fresh graduates on incident, problem, change, release, and service request management.
  • Training on ITSM Tools: Provided hands-on training in ITSM tools (ServiceNow, BMC Remedy, Jira Service Management, or equivalent).
  • Reviewing Trainee Work: Reviewed trainee work in ticket handling, escalation processes, and SLA adherence, providing constructive feedback.
  • Guiding Graduates: Guided graduates in understanding service strategy, service design, service transition, service operations, and continual improvement.
  • Conducting Workshops: Conducted workshops on root cause analysis, customer service excellence, and communication best practices.
  • Collaborating with Teams: Collaborated with HR and leadership teams to shape graduate onboarding, capability-building, and career path programs.
  • Improving Processes: Supported continual improvement of ITSM processes and ensured alignment with organizational goals and industry standards.

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