Service Management Specialist

4 days ago

Bhavnagar, Gujarat, India beBeeTechnical Full time ₹ 2,00,00,000 - ₹ 2,50,00,000
Job Title: Technical Leadership Role for Service Management

Are you a visionary leader with a passion for service management?
We are seeking an experienced and skilled professional to join our team as a Technical Leader in Service Management.
This critical leadership role plays a vital part in the overall growth and stability of the team.
The successful candidate will have 14+ years of experience governing BMC Helix ITSM, hands-on knowledge of BMC tools, specifically on Helix ITSM (SaaS) and Helix Discovery, and a working knowledge of Helix GPT with demonstrated ability to leverage AI technologies effectively in Service Management.
They will also have an 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, and the capacity to multitask, handle changing priorities and work independently in a fast-changing environment.

About the Role:
The Technical Leader in Service Management will be responsible for overseeing end-to-end management, availability, and governance of the Service Management tools within the licensing agreement, improving the capability of the tool using AI to institutionalize IT Processes, developing an interactive MIS dashboard based on KPIs and generating service reports for management meetings, establishing a request governance process across technology teams and ensuring SLA adherence, automating request workflows for quicker and more efficient fulfillment, implementing an SLA for all move, add, and change activities managed by our team for the Service Management tool, organizing financial documents in a central location, managing the annual budget, monitoring expenses, and maintaining vendor relationships with regular reviews, instructing stakeholders on distinguishing between requests and issues and managing them effectively, setting up a feedback system for identifying process improvement opportunities, proactively managing process risks and addressing any audit findings promptly, providing clear deliverables to the team, identifying development needs, performing regular check-ins, and ensuring compliance with mandatory training and leave.

Requirements:
  • At least 14 years of experience in governing BMC Helix ITSM.
  • Hands-on knowledge of BMC tools, specifically on Helix ITSM (SaaS) and Helix Discovery.
  • Working knowledge of Helix GPT 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.


Benefits:
  • Opportunity to work with a talented team of professionals.
  • Chance to develop your skills and expertise in Service Management.
  • Professional growth and career advancement opportunities.
  • Competitive salary and benefits package.
  • Flexible work arrangements.

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