Senior IT Service Management Professional

1 day ago

Bharatpur, Rajasthan, India beBeeITService Full time ₹ 10,00,000 - ₹ 20,00,000
Job Title: Senior IT Service Management (ITSM) Specialist Trainer

We are seeking a seasoned IT Service Management professional to lead our team of trainers, mentors, and developers. 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 professional who will not only oversee ITSM practices but also train, mentor, and develop fresh graduates entering the IT services field. The 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:
  • Design and deliver structured training programs for graduate trainees on ITSM principles, ITIL practices, and service delivery models.
  • Mentor and coach fresh graduates on incident, problem, change, release, and service request management.
  • Provide hands-on training in ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or equivalent.
  • Review trainee work in ticket handling, escalation processes, and SLA adherence, providing constructive feedback.
  • Guide graduates in understanding service strategy, service design, service transition, service operations, and continual improvement.
  • Conduct workshops on root cause analysis, customer service excellence, and communication best practices.
  • Collaborate with HR and leadership teams to shape graduate onboarding, capability-building, and career path programs.
  • Support continual improvement of ITSM processes and ensure alignment with organizational goals and industry standards.

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