Service Management Practitioner

Project Role :Service Management Practitioner

Project Role Description :Support the delivery of programs, projects or managed services. Coordinate projects through contract management and shared service coordination. Develop and maintain relationships with key stakeholders and sponsors to ensure high levels of commitment and enable strategic agenda.
Must have skills :Service Integration and Management (SIAM)
Good to have skills :NA
Minimum 5 year(s) of experience is required
Educational Qualification :15 years full time education
Experience:- Above Years (6+ Years)Service Level Management Job Description The Service Level Analyst is accountable for creating and finalizing the Service Level Management Business Design. The Service Level Analyst is also responsible for defining and updating SLA's, reviewing and reporting on the agreed Service Levels and dealing with Complaints and Compliments. Key Responsibility This section details the operational activities that should be performed by individuals performing this role within the Service Level Management process. Activities

Analyzes and Defines Service Level(s)

Approves and Finalizes SLM Business Design

Collects Data for Service Level Review

Creates Service Level Reports

Updates Dashboards

Documents and Analyzes Complaints and Compliments

Defines and builds solution to Complaints and Compliments

Applies solution for Complaints and Compliments

Finalizes Complaints and Compliments

Meeting Requirements

Internal review of Service Level Performance

Meetings required during execution and review of Service Improvement Plan

Meetings required to review Complaints and Compliments and evaluate their resolution

Ad hoc meeting where required Reporting Requirements

Contractually defined Service Level Performance report

Periodic Service Level Relevance report

Ad hoc reports as required
Technical Experience:

Self-confident, results-oriented, persuasive, and influential

Excellent communication and interpersonal skills

Service operations and management experience a plus

Excellent Written and Verbal CommunicationProfessional Experience:

Bachelor's degree in Computer Science or related process experience, preferred

3+ years of experience with the ServiceNow IT Service Management tool, preferred

4+ years of experience as a process owner, preferred

Proficient in rolling out methodologies, processes, standards and/or policies

Minimum of ITIL foundation certification. More advanced ITIL certifications desired; must have strong ITIL experience in development and deployment of processes

Proven track record of leading successful change across functional and organizational boundaries
Educational Qualification:Bachelor's degree (or geography equivalent)– Business or technology preferred
Additional Information (if any)Good To have - Certification on ITIL (V3) /ITIL Intermediate(preferably).

 
Qualifications 
15 years full time education