Senior IT Service Management

11 hours ago

Dombivli, Maharashtra, India beBeeTrainer Full time ₹ 10,00,000 - ₹ 20,00,000
Job Title: Senior IT Service Management (ITSM) Specialist Trainer

Overview: We are seeking a seasoned IT service management (ITSM) professional trainer with over 10+ years of experience in managing IT service delivery, process governance, and continual improvement.

The Ideal Candidate: The ideal candidate will bring expertise in ITIL frameworks, service delivery models, and enterprise ITSM tools while fostering a learning environment that builds the next generation of IT service professionals.

  • Training Design and Delivery: Designs and delivers structured training programs for graduate trainees on ITSM principles, ITIL practices, and service delivery models.
  • Mentoring and Coaching: Mentors and coaches fresh graduates on incident, problem, change, release, and service request management.
  • Hands-on Training: Provides hands-on training in ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management or equivalent.
  • Review and Feedback: Reviews trainee work in ticket handling, escalation processes, and SLA adherence, providing constructive feedback.
  • Critical Thinking and Problem Solving: Guides graduates in understanding service strategy, service design, service transition, service operations, and continual improvement.
  • Communication and Teamwork: Conducts workshops on root cause analysis, customer service excellence, and communication best practices.
  • Leadership and Collaboration: Collaborates with HR and leadership teams to shape graduate onboarding, capability-building, and career path programs.
  • Continual Improvement: Supports continual improvement of ITSM processes and ensures alignment with organizational goals and industry standards.

About the Role: This role is designed for a professional who will not only oversee ITSM practices but also train, mentor, and develop fresh graduates entering the IT services field.

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