Service Management Lead

5 days ago

Jamnagar, Gujarat, India beBeeITManager Full time US$ 93,000 - US$ 1,55,000
Job Summary

We are seeking an experienced IT Service Management professional to join our leadership team. As a key member of our organization, you will be responsible for overseeing the Service Management platform, ensuring error-free operations, and aligning with business needs and ITIL best practices.

Key Accountabilities
  • Platform Administration: Ensure seamless operations of the Service Management platform, including AI-driven automations, optimizations, and integrations.
  • Request Governance: Establish a request governance process across technology teams, ensuring SLA adherence and efficient fulfillment of requests.
  • Workflow Automation: Automate request workflows for quicker and more efficient fulfillment, leveraging Agile development techniques such as Scrum or Kanban.
  • 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 in a central location, manage the annual budget, monitor expenses, and maintain vendor relationships with regular reviews.
  • Stakeholder Engagement/Management: Instruct stakeholders on distinguishing between requests and issues, managing them effectively, and setting up a feedback system for identifying process improvement opportunities.
  • Risk, Audit, and Control Compliance: Proactively manage process risks and address any audit findings promptly, ensuring compliance with regulatory requirements.
Requirements
  • 14+ years of experience in governing BMC Helix ITSM.
  • Hands-on knowledge of BMC tools, specifically on Helix ITSM (SaaS) and Helix Discovery.
  • Working knowledge of Helix GPT, 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 System and license management.
  • Strong understanding of UI/UX tools and HCD (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).
  • Ability to build positive relationships with own team, business, and technology partners.
Benefits
  • Competitive salary and benefits package.
  • Opportunity to work with a dynamic team and contribute to the growth and stability of the organization.
  • Professional development and training opportunities.
How to Apply

If you are a motivated and experienced IT Service Management professional looking for a new challenge, please submit your application, including your resume and cover letter, to us.

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