IT Service Manager

Job Description:

The Sr. IT Service Manager plays a pivotal role in enhancing the IT service management capabilities of an organization. The individual will focus on analysing current processes, identifying areas for improvement, defining new processes, and ensuring alignment with ITIL standards. This role requires strong analytical skills and a deep understanding of ITSM tools and methodologies.

Key Responsibilities:

• Responsible for IT Service Management Modernization and Transformation across the organization.
• Assess current IT Service Management Processes and identify gaps.
• Develop and implement new ITSM Processes adhering to ITIL standards.
• Collaborate with Senior Executive, Product Owners, Security Experts, Infrastructure Teams and Release Management to ensure process alignment with business goals.
• Knowledge in Designing and Aligning the Project Management and Service Desk Tools (JIRA, Jeera Service Management and ServiceNow) with organization needs.
• Design, Setup and Manage Service/Help Desk System.
• Design and set up Self-Service with Integrated Service Catalogue
• Managing Ticketing and Tracking Tools
• Define and Manage Problem Management Process across the Organization
• Define and Manage Incident Management Process across the Organization
• Define and Manage Full Life Cycle Change Management Process across the Organization
• Configuration Management Database (CMDB)
• Asset Management
• Organize Trainings and Manage Knowledgebase
• Create and publish Reports and Dashboards for Analytics

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Certification in ITIL Foundation or higher is preferred.
• Certification in Six Sigma Green Belt or higher is preferred
• Strong Knowledge in ITIL Processes (Process of Service Strategy, Service Design and Service Delivery)
• Knowledge in Six Sigma DMAIC (Define, Measure, Analysis, Improve and Control)
• Minimum 10 years of experience in IT Service Management and Process Consulting.
• Strong analytical skills and attention to detail.
• Excellent communication (verbal and writing skills in English) and stakeholder management skills are highly preferable.
• Ability to lead process improvement initiatives across the organization.
• Able to coordinate with senior executives.

Note: Please apply only if your profile exactly matches with above Job Description, we are not looking for Project or Program Managers.