Information Systems Mgr

2 weeks ago

Hyderabad, Telangana, India Amgen Inc Full time ₹ 12,00,000 - ₹ 36,00,000 per year

*What you will do*

Lets do this. Lets change the world.

Roles & Responsibilities:

  • Act as the Regional Service Delivery Lead for Deskside Support Services, representing DSS across regional IS and business teams.
  • Lead and manage the MSP to ensure effective delivery, performance, and continuous improvement of deskside services.
  • Partner with global DSS service owners and regional IS leads to align regional service models with global strategy.
  • Monitor and govern SLAs, KPIs, and operational metrics, ensuring service excellence and proactive remediation of issues.
  • Supervise hardware asset management and device lifecycle processes, including procurement, deployment, and retirement.
  • Leverage platforms like ServiceNow to maintain accurate inventory, asset tracking, and compliance reporting.
  • Drive year-over-year cost optimization, innovation, and continuous service improvement through benchmarking and collaboration.
  • Create and maintain documentation including Visio diagrams, process flows, technical guidelines, and operational runbooks.
  • Participate in and support global governance and regional leadership forums to influence strategic decisions and share standard processes.
  • Act as the primary regional critical issue point and advisor for deskside support enhancements, issue resolution, and service evolution.
  • Collaborate with global teams to evaluate and pilot emerging technologies that enhance end user services.

Basic Qualifications:

Doctorate degree / Master's degree / Bachelor's degree and 8 to 13 years

*Must-Have Skills:*

  • Vendor Management Expertise: Demonstrable ability to manage Managed Services Providers (MSPs) in a global, distributed service delivery model, ensuring service excellence and accountability.
  • Service Delivery & ITIL Framework: Solid experience with IT service management frameworks (e.g., ITIL), including managing SLAs, KPIs, and operational metrics for deskside or end user support services.
  • Hardware Asset Lifecycle Management: In-depth knowledge of hardware lifecycle processesfrom procurement through retirementand asset tracking using platforms like ServiceNow.
  • ServiceNow Proficiency: Practical experience with ServiceNow, particularly in asset/configuration management and reporting capabilities to enable service governance and compliance.

*Professional Certifications:*

  • ITIL v3/4 Foundation Certification (preferred)
  • SAFe Product Owner/Product Manager (preferred)
  • ServiceNow Fundamentals (nice to have)
  • Project or Portfolio Management Certifications (e.g., PMP, PPM) (nice to have)

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