Senior Manager- IT Service Catalog

The IT Catalog & Experience - Management Analyst will be responsible for analyzing and optimizing the IT Service Catalog development lifecycle and ensuring a seamless user experience. The role involves extensive collaboration with internal teams and third-party vendors to maintain day-to-day operations, ensuring that all IT services are accurately documented, automated, and continually improved. The primary focus of this role is to enhance user experience, drive process automation, and govern IT service catalog operations by coordinating with service catalog owners across the organization with effective Vendor mgmt.

• Govern the entire IT Service Catalog lifecycle, from design and development to deployment, maintenance, and decommissioning.
• Collaborate with IT service owners to document and standardize service offerings in alignment with organizational goals.
• Ensure all catalog entries are up-to-date, accurate, and compliant with internal standards and best practices.
• Identify opportunities to automate processes within the catalog to increase efficiency.
• SDLC Coordination:
• Lead the management of the Service Catalog's SDLC process, ensuring timely development, testing, and deployment.
• Coordinate with cross-functional teams to ensure smooth delivery of IT service enhancements and catalog updates.
• Develop and maintain documentation for the Service Catalog's processes, workflows, and best practices.
• User Experience (UX) Enhancement:
• Leverage the ITxM (IT Experience Management) solution to monitor and enhance the user experience of IT services.
• Collect and analyze user feedback to identify areas of improvement within the IT Service Catalog.
• Work closely with UI/UX teams to optimize the IT Service Catalog's user interface for better accessibility and usability.
• Vendor Management & Collaboration:
• Serve as the primary point of contact with third-party vendors responsible for IT services and tools, ensuring that business-as-usual (BAU) activities are uninterrupted.
• Manage vendor relationships and hold them accountable to performance standards and service level agreements (SLAs).
• Coordinate with vendors to implement new features and updates to IT services.
• Governance & Coordination:
• Develop and enforce governance frameworks for managing the IT Service Catalog, ensuring alignment with organizational policies and objectives.
• Collaborate with IT service owners to establish a consistent and unified approach to catalog management.
• Ensure all IT services are aligned with business requirements and deliver optimal value to users.
• Continuous Improvement & Reporting:
• Regularly assess and optimize IT Service Catalog processes, seeking ways to improve efficiency, reduce manual effort, and enhance user experience.

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Total 12+ years of experience in IT Operations/Service Management/Experience Management.
• Experience managing IT Service Catalogs and understanding of SDLC processes.
• Strong documentation, process mapping, and workflow design skills.
• Proven ability to interact effectively with both technical and non-technical stakeholders.
• Vendor management experience and Leading DevOps team.
• ITIL certification or similar is preferred.