India-IT Service Manager

Purpose of Job:. This is a crucial and fulfilling role we are at the start of this fascinating journey and need a visionary, strategic thinker to bring our vision of world class service management to life. An exciting challenge for the role will be to transform the team into a 24/7x365 service management operation. As an IT Service manager, you will oversee the Service Delivery & management against the agreed SLAs, budgets, technology developments and release cycles.

This role also enables you to play a key role in adapting the future product and project portfolio, as you will be regularly involved in strategic conversations. This is a great opportunity to work with a technology portfolio thats modern and constantly developing furthering your knowledge of AI, Cloud, Big Data and other emerging technologies. You will be joining a business where collaboration, knowledge sharing, and growth are valued, and your inputs will be listened to. This is an exciting, dynamic role that requires agility of thought, adaptability with the ability to turn technical solutions and jargon into plain language for staff and communications.

What youll do:. develop and maintain IT service level agreements (SLAs) and ensure that they are met or exceeded. From a service standpoint, steer and pilot sub-services, providers, and vendors. Responsible for Incident and Major incident response/Problem and Change Management processes.

(This role requires out of hours on-call for incident management). Ensure that capacity plans for all related systems take demand into account. Analyse, plan, monitor, and enhance the availability of IT services in accordance with the established service standards. Provisioning demand predictions as a starting point for planning and calculating the budget.

Keeping a close eye on the project timeline, risks, scope, and budget to make sure that installations and ongoing services are provided on schedule and fulfil client needs. Hold internal service review sessions to discuss processes, performance, and service enhancements. In an ITIL-derived framework, accountable for providing excellence in all facets of the service delivery function. Accountable for managing security and carrying out risk management procedures for technical service operations in compliance with business policies.

Responsible for the co-ordination and communication activities across stakeholders, projects, developers, suppliers, and service teams. Plan and manage service changes efficiently and effectively. Manage risks relating to new, changed or retired services. Set correct expectations on the performance and use of new or changed services.

Ensure that service changes create the expected business value. Provide good-quality knowledge and information about services and service assets. Manage service components to ensure they meet business needs and performance targets. Analyse and assess impact and develop and document change requests.

Implement changes based on requests for change. Key Deliverables. Implement a rigorous framework for evaluating service and support team capabilities and risk profiles before new or changed services are deployed. Establishing and maintaining the integrity of service assets.

Ensure that services can be managed, operated, and supported in accordance with constraints specified during the service design stage of the service lifecycle. Develop and implement plans for go-live, early-life support and service acceptance. Ensure that the acceptance criteria are understood by the wider IT operations. Manage service components to ensure they meet business needs and performance targets.

Contribute to the implementation of remedies and preventative measures. Investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational). Identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions. Who you are:.

ITIL Expert certification. 5+ years of experience in IT Service Management/Service delivery. Familiarity with business functions eg HR, Finance and Procurement. Excellent written and verbal communication and negotiation skills, including the ability to relate effectively to users at all levels and careful attention to detail.

Experience in implementing and running IT ticketing system and ITSM dashboards for KPIs, SLAs. Understanding of compliance standards in the Cyber Essentials, Data and Information Security and, PCI requirements. Innovative and creative in providing solutions. Flexible in meeting the demands of the role, as the role may involve some evening and occasional weekend work, as well as being on call for incident management.

Experience of creating and maintaining a project plan. Excellent analysis and problem-solving skills. Experience of running an IT helpdesk, hybrid or remote service using a recognised framework eg ITIL. Experience in Zoho Service desk.

Experience in global organisation and services. Sufficient technical background to understand the different architectures of the core systems, and to understand the impact of new technologies; experience of enterprise level applications will be an advantage. Education to degree level or able to offer the equivalent in terms of professional training and experience. ITIL Expert certified.

Why Inchcape Shipping Services?. We believe in building a diverse and high-performing workforce, that works together to provide our customers with the exceptional service they deserve. To reach the highest standards we depend on our people, their welfare, training, and expertise. We realize the value of our staff and know that your unique experiences, skills, and passions will help you to build a rich and rewarding career in our dynamic industry.

Our values are at the centre of everything we do and the successful candidate will be expected to demonstrate and fully adopt these:. Global Perspective we connect the world and see the bigger picture. The Power of People we rely on the strength of local agent knowledge and relationships. Progress we adopt new thinking and push for positive change in our industry.

In return, we will offer you:. A diverse range of benefits, depending on your geographical location. Globally as a minimum you will receive:. A retirement savings plan.

Life assurance. Holiday starting at 22 days. Healthcare. Competitive salary.

Employee Assistance Programme. Career development and progression opportunities. Values Award celebration events. Team building days.

Plus, much more!. Show more Show less