Service Management Lead

Project Role :Service Management Lead




Project Role Description :Lead 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 :Infrastructure Service Management
Minimum

5 year(s) of experience is required



Educational Qualification :15 years full time education

Service Catalogue Management Job Description Key Responsibility This section details the operational activities that should be performed by own the development of differentiated service offers; in order to meet business needs. This would require working closely with the following to define the services in a consistent manner as described in the Service Catalogue; (1) Service Owners (2) Strategy & Architecture (3) Service Transformation & (4) Projects.Activities

Ensure that the Service Catalogue is available, complete, accurate, and meets the needs of key stakeholders such as the End User and IT Service Owner

Engage with Service Owners to ensure that their services are adequately described and conform to the guidelines of the catalogue

Approve content to be published in the Service Catalogue

Recommend Service Catalogue process improvements and initiate continuous improvement programs to achieve

Work with Demand Engagement to capture the business demand for IT&S services and consult on how IT&S services can best meet business needs.

Work with the Consumption Lead on the development and presentation of consumption metrics, which inform business stakeholders on their utilization of services

Drive the introduction of new operational services into the Service Catalogue.

Provide transparency of the cost associated with services offered

Understand and comply with data privacy rules and regulations

Ability to engage business stakeholders in an effective manner by understanding business needs for IT&S services as well as the ability to engage within the internal IT organization

Ability to build strong relationships with a range of stakeholders and to operate successfully at all levels.

Very strong analytical skills/ability. Strong ability to correlate information from a variety of sources. Demonstrate experience in simplifying complex data analysis, analyzing trends and anomalies, and financial management skills, as well as simplifying the processes utilized to deliver these

Have a good understanding of the services and products delivered by an IT Service function

Results-driven, logical and methodical approach to achieving tasks and objectives

Strong management of performance and drive for continuous improvement

Strong ability to organize IT services and products into differentiated offerings, providing clear options with transparency of cost
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