Executive Manager of Service Operations

5 days ago

Gulbarga, Karnataka, India beBeeLeadership Full time ₹ 1,38,71,700 - ₹ 1,98,96,500
Job Overview

We are seeking a seasoned Service Management Leader to join our fast-paced team. This critical leadership role plays an important part in the overall growth and stability of the service management platform.

The successful candidate will be responsible for owning the Service Management platform, ensuring error-free operations in alignment with business needs and ITIL best practices.

As a leader, you will oversee end-to-end management, availability, and governance of the Service Management tools within the licensing agreement. Improve the capability of the tool using AI to institutionalize IT Processes. Develop and enhance the Tools' UI as per HCD (Human Centric Design).

You will also be accountable for request management, drive continuous improvement and volume reductions by adopting innovative and interactive technical solutions, lead KPI and reporting for all Service management processes, and manage the risk and audit items for the team.

The ideal candidate should have hands-on knowledge of BMC tools, specifically on Helix ITSM (SaaS) and Helix Discovery. In-depth understanding of Common Data Model and CMDB configuration is required.

A strong understanding of UI/UX tools and HCD (Human Centric Design) is necessary. Managed ITSM transformation programs and designing, defining, and driving ITIL processes are essential skills.

  • 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 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 and manage them effectively. Set up a feedback system for identifying process improvement opportunities.
  • Risk, Audit, and Control Compliance: Proactively manage process risks and address any audit findings promptly.
Requirements
  • The incumbent should be self-driven with 14+ years of experience in governing BMC Helix ITSM.
  • Hands-on knowledge of BMC tools, specifically on Helix ITSM (SaaS) and Helix Discovery.
  • In-depth understanding of Common Data Model and CMDB configuration.
  • 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).
  • Experience with Scrum, Kanban, or other Agile development techniques.
  • Ability to build positive relationships with own team, business, and technology partners.

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