Executive Service Management Leader

2 days ago

Guntur, Andhra Pradesh, India beBeeServicemanagement Full time US$ 1,20,000 - US$ 1,80,000
Job Title: Executive Service Management Leader

We are a leading technology service management organization that provides uninterrupted services to our staffs and customers through ITIL process governance, driving service improvements, and automation. Our focus is on ensuring high availability of technology services across multiple geographies.

This critical leadership role reports to the Head – Technology Service Management and plays a vital role in the overall growth and stability of the team.

Key accountabilities include platform administration, AI-driven automations, optimizations, and integrations, license management, driving policies and procedures to platform governance, and more. You will initiate and lead tool enhancements and automations for process improvements, provide subject matter expertise in the ITSM and CMDB tool architecture and Service Map configurations, manage vendors and contracts, track performance, prepare annual team budget, manage expenses, mentor technical resources, and track risk and audit items.

Key Result Areas:
  • Tools Enhancement and Management: Oversee end-to-end management, availability, and governance of the Service Management tools within the licensing agreement.
  • 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, manage the annual budget, monitor expenses, and maintain vendor relationships with regular reviews.
  • 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.

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