Service Management Professional

Management of service delivery processes which may include incident management, problem management, request management, change management, service level management and configuration management

Compiles, analyzes and reports statistical data and trends relating to service level compliance and operational effectiveness

Leads the account and work towards building Client relations

Focus on Gaps and Process improvements

Suggest and share ITIL Best practices and help implement the same

Adapts communication techniques for audiences at multiple internal and external levels

- Monitor alerts and manage the Critical Incidents from SM perspective and not technical

Manages vendor relationship

- Allocates work and mentor others

Requirements:

2+ years of relevant experience or equivalent combination of education and work experience.

- Strong understanding of ITIL processes and principals

- Leadership skills

- Experience with handling multiple accounts

- Knowledge of ITIL Tools

- Strong verbal and written communication skills

- Strong ability to create and document processes