Service Management Professional

2 weeks ago

Bengaluru, Karnataka, India beBeeServicemanagement Full time ₹ 1,80,00,000 - ₹ 2,50,00,000

Job Role

We are a 24/7 service management operation unit with a focus on ensuring service availability and providing uninterrupted technology services to staffs and customers through process governance, leading service improvements, and driving automation with an aim to provide world-class customer and employee experience.

Our team supports several business groups and operation units with varied application usage patterns that are built on multiple technology stacks. These services/applications are created via traditional, scrum, and agile development methodologies, hosted, and managed on private, public, and hybrid cloud as well as on-prem data centers across our operational geographies including the UAE, Egypt, UK, USA, HK, India, and other international locations.

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

As a leader in service management, you will be responsible for owning the service management platform, ensuring error-free operations in alignment with business needs and best practices.

Key Accountabilities:

  • Platform administration, AI-driven automations, optimizations, integrations, license management, and driving policies and procedures to platform governance.
  • Initiating and leading tool enhancements and automations for process improvements.
  • Providing subject matter expertise in ITSM & CMDB tool architecture and service map configurations.
  • Accountable for request management and drive continuous improvement and volume reductions by adopting innovative and interactive technical solutions.
  • Lead KPI and reporting for all service management processes.
  • Manage vendors and contracts for BAU and project resources and track their performance.
  • Prepare annual team budget and manage expenses for the service management team.
  • Manage and mentor the team of technical resources to drive organizational objectives and platform stability.
  • Track and manage risk and audit items for the team.
  • Provide support for planning and achieving the learning and development goals of the team.

Required Skills and Qualifications:

  • 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.
  • A 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 HCD (Human-Centric Design).
  • Managed ITSM transformation programs.
  • Designing, defining, and driving ITIL processes, preferably from the 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.
  • The candidate must be able to multitask, handle changing priorities, and work independently in a fast-changing environment.

Benefits

Our team offers opportunities for professional growth and development, competitive compensation packages, and a collaborative work environment.

Others

Apply now to join our team and take the first step towards a rewarding career in service management

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