Servicenow Lead || Incedo || Chennai/Hyderabad

Company : INCEDO

Role : Service now Lead

Location : Chennai/Hyderabad

Experience : 7+ yrs

Notice period : 0-30 days

Work mode : Hybrid (4 days work from office)

Role Description:

As a Senior Technical Lead - ITSM - IT Service manager at Incedo, you will be responsible for designing and implementing IT service management solutions for clients. You will work with clients to understand their IT service needs and design solutions that meet those needs. You will be skilled in IT service management frameworks such as ITIL and have experience with service desk management, incident management, problem management, change management, and configuration management.

Roles & Responsibilities:
• Oversee the delivery of IT services to an organization's clients
• Ensure the alignment of IT services with the organization's overall strategy and objectives
• Manage the process of incident and problem management, ensuring that incidents are resolved in a timely and effective manner
• Manage the change management process, ensuring that changes to IT services are implemented in a controlled and coordinated manner
• Manage the service level agreements (SLAs) with the organization's clients, ensuring that service performance meets or exceeds the agreed-upon levels
• Manage relationships with the organization's clients, ensuring that they are satisfied with the services provided and that their needs are met
• Manage the financial aspects of IT service delivery, ensuring that the costs of providing IT services are understood, managed, and optimized
• Manage the IT service delivery team, ensuring that team members are trained, motivated, and supported to deliver high-quality IT services to the organization's clients.
• Foster a collaborative and supportive work environment, promoting open communication and teamwork.
• Demonstrate strong leadership skills, with the ability to inspire and motivate team members to perform at their best.

Technical Skills :

• In-depth knowledge of IT service management frameworks such as ITIL or COBIT
  • Experience in managing incident, change, problem, and service request processes
  • Familiarity with service desk tools such as ServiceNow, JIRA, or Zendesk
  • Understanding of ITSM reporting and metrics
  • Lead and manage a team of professionals to achieve organizational goals.
  • Provide guidance, support, and mentorship to help employees grow and develop professionally and focus on Career Management.