Senior Service Management Leader

3 days ago

Hubli, Karnataka, India beBeeLeader Full time US$ 2,00,000 - US$ 2,50,000
Job Overview:

The primary role of this position is to act as a key leader in the Service Management platform, ensuring seamless operations and alignment with business objectives. As a critical member of our leadership team, you will be responsible for overseeing the entire lifecycle of the platform, including administration, automation, optimization, integration, and license management.

Key Responsibilities:
  • Platform administration and governance
  • Automating and optimizing processes using AI technologies
  • Ensuring accurate license management and compliance
  • Driving policies and procedures to enhance platform performance

You will also be accountable for Request Management, Continuous Improvement, and Volume Reduction by adopting innovative technical solutions. Additionally, you will lead KPI and Reporting for all Service Management processes and manage vendors and contracts for BAU and Project Resources while tracking their performance.

Key Result Areas:
  • Tools Enhancement and Management: Oversee the end-to-end management of Service Management tools within licensing agreements, improving tool capabilities using AI to institutionalize IT Processes.
  • 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, ensuring 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 annual budgets, monitor expenses, and maintain vendor relationships with regular reviews.
  • Stakeholder Engagement/Management: Educate 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.
  • Team Management: Provide clear deliverables to the team, identify development needs, perform regular check-ins, and ensure compliance with mandatory training and leave.

Knowledge, Skills, and Qualifications:

  • Self-driven with 14+ years of experience governing BMC Helix ITSM.
  • Hands-on knowledge of BMC tools, specifically on Helix ITSM (SaaS) and Helix Discovery.
  • 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 the Banking Industry.
  • Significant experience 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.
  • Candidate must be able to multitask, handle changing priorities, and work independently in a fast-changing environment.

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