Senior Manager

Key role in the overall growth and stability of our organization

• Job Purpose: Our technology service management operation unit is dedicated to ensuring uninterrupted Technology Services to our staffs and customers through ITIL process governance, leading service improvements, and driving automation.

As a critical leadership role that plays an important part in the team's overall development, you will be responsible for owning the Service Management platform, ensuring error-free operations in alignment with business needs and ITIL best practices.

Accountabilities:

• Platform administration, AI-driven automations, optimizations & integrations, license management, and driving policies and procedures to platform governance
• Initiate and lead tool enhancements and automations for process improvements
• Provide subject matter expertise in the ITSM & CMDB tool architecture and Service Map configurations
• 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 organization objectives and platform stability
• Track and Manage the Risk and Audit Items for the team
• Provide support for planning and achieving the learning and development goals of the team

Key Result Areas:

• Tools Enhancement and Management: 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.
• 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.
• Team Management: Provide clear deliverables to the team, identify development needs, perform regular check-ins, and ensure compliance with mandatory training and leave.

Requirements:

• 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 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).
• Experience with Scrum, Kanban, or other Agile development techniques.
• Ability to build positive relationships with own team, business, and technology partners.