IT Service Delivery Expert

1 day ago

Lucknow, Uttar Pradesh, India beBeeService Full time ₹ 15,00,000 - ₹ 25,00,000

**Job Title:** Senior IT Service Management Specialist Trainer

We are seeking an experienced IT service management professional with over 10+ years of experience in overseeing IT service delivery, process governance, and continual improvement. As a seasoned expert in managing IT service delivery, you will not only oversee ITSM practices but also train, mentor, and develop fresh graduates entering the IT services field.

This role is designed for professionals who can foster a learning environment that builds the next generation of IT service professionals. Key Responsibilities include:

  • Designing and delivering structured training programs for graduate trainees on ITSM principles, ITIL practices, and service delivery models.
  • Mentoring and coaching fresh graduates on incident, problem, change, release, and service request management.
  • Providing hands-on training in ITSM tools such as ServiceNow, BMC Remedy, and Jira Service Management.
  • Reviewing trainee work in ticket handling, escalation processes, and SLA adherence, providing constructive feedback.
  • Guiding graduates in understanding service strategy, service design, service transition, service operations, and continual improvement.
  • Conducting workshops on root cause analysis, customer service excellence, and communication best practices.
  • Collaborating with HR and leadership teams to shape graduate onboarding, capability-building, and career path programs.
  • Supporting continual improvement of ITSM processes and ensuring alignment with organizational goals and industry standards.

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