Digital Service Leader

2 days ago

Vijayawada, Andhra Pradesh, India beBeeITServiceManagement Full time US$ 1,00,000 - US$ 1,40,000
Job Summary

We are seeking an accomplished IT Service Management leader to spearhead our Service Management platform.

The successful candidate will be responsible for 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;
  • 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;
Key Accountabilities
  • To 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)
  • Develop an interactive MIS dashboard based on KPIs and generate service reports for management meetings;
  • Establish a request governance process across technology teams and ensure SLA adherence;
  • Automate request workflows for quicker and more efficient fulfillment;
  • Implement an SLA for all move, add, and change activities managed by our team for the Service Management tool;
  • Organize financial documents in a central location, manage the annual budget, monitor expenses, and maintain vendor relationships with regular reviews;
  • Instruct stakeholders on distinguishing between requests and issues and manage them effectively. Set up a feedback system for identifying process improvement opportunities;
  • Proactively manage process risks and address any audit findings promptly;
  • Provide clear deliverables to the team, identify development needs, perform regular check-ins, and ensure compliance with mandatory training and leave;
Requirements
  • An experienced professional with 14+ years governing BMC Helix ITSM;
  • Hands-on knowledge of BMC tools, specifically on Helix ITSM (SaaS) and Helix Discovery;
  • The 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;
  • The candidate must be able to multitask, handle changing priorities and work independently in a fast-changing environment;

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