Senior IT Service Management Leader

2 days ago

Agra, Uttar Pradesh, India beBeeITSERVICE Full time US$ 1,40,000 - US$ 1,80,000

We are seeking a seasoned IT Service Management professional to lead our technology service management operation unit. The successful candidate will be responsible for overseeing the entire lifecycle of service management platforms, ensuring error-free operations in alignment with business needs and best practices.

Key Responsibilities:

  • Platform administration, AI-driven automations, optimizations, and integrations
  • Licence management, driving policies and procedures to platform governance
  • Initiating and leading tool enhancements and automations for process improvements
  • Providing subject matter expertise in ITSM & CMDB tool architecture and service map configurations
  • Accountable for request management and driving continuous improvement and volume reductions by adopting innovative and interactive technical solutions
  • Leading KPI and reporting for all service management processes
  • Managing vendors and contracts for BAU and project resources and tracking their performance

Requirements:

  • 14+ years' experience in governing BMC Helix ITSM
  • Hands-on knowledge of BMC tools, specifically on Helix ITSM (SaaS) and Helix Discovery
  • The 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 Human-Centric Design
  • Managed ITSM transformation programs
  • Designing, defining, and driving ITIL processes, preferably from 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 (budgeting/forecasting/expenses)
  • Experience with Scrum, Kanban, or other Agile development techniques
  • Ability to build positive relationships with own team, business, and technology partners

Benefits:

This leadership role offers opportunities for growth and stability in a fast-paced environment. The successful candidate will have a chance to drive organization objectives and platform stability while mentoring a team of technical resources.

About This Role:

As a leader in our technology service management operation unit, you will be responsible for managing various business groups and operation units with varied applications usage patterns that are built on multiple technology stacks.

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