Digital Service Governance Specialist

6 days ago

Mount Abu, Rajasthan, India beBeeServiceGovernance Full time US$ 80,000 - US$ 1,50,000

Job Title: Digital Service Governance Specialist

">About the Role

This is an exciting opportunity to join our team as a Digital Service Governance Specialist. As a key member of our service management function, you will play a crucial role in ensuring the smooth operation of our technology services.

">Key Responsibilities

You will be responsible for:

  • Owning the Service Management platform and ensuring error-free operations in alignment with business needs and ITIL best practices.
  • Platform administration, AI-driven Automations, Optimizations & Integrations, License Management, 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 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 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.
  • Tools Enhancement and Management: Oversee end-to-end management, availability and governance of the Service Management tools within the licensing agreement. Improves the capability of the tool using AI to institutionalize IT Processes. Development and enhancements of the Tools' UI as per HCD (Human Centric Design).
  • 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.

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