Service Management

Role & responsibilities

• Work with the ITSM Service Manager to develop and document IT Incident Management policies, processes, and procedures based on ITIL standard methodologies to ensure the quality of operations.
• Develop and implement IT service management strategies aligned with business goals.
• Plan and manage the IT service portfolio to ensure it meets current and future needs.
• Design new IT services or modify existing ones to improve quality and efficiency.
• Ensure that service designs are consistent with architectural standards and business requirements.
• Manage the transition of new or changed services into the operational environment.
• Ensure that IT services are delivered effectively on a day-to-day basis.
• Implement and oversee incident and problem management processes to resolve issues promptly.
• Driving the efficiency and effectiveness of the incident/problem management process track and ensure KPI adherence
• Identify opportunities, implement best practices and process improvements to enhance service delivery.
• Manage relationships with third-party service providers to ensure they meet agreed service levels.
• Monitoring of the tickets from service providers(providers), improve quality and suggest process improvements.
• Responsible to deliver Customer/Management reporting as per the agreed timelines.
• Ensure IT services comply with relevant legal, regulatory, and security requirements.
• Responsible for quality review and adherence for operations team.
• Coordinating interfaces between incident management and other service management processes.
• Assurance of application operations according to agreed SLAs - Incident, problem and change management.
• Constantly review incidents, Service requests ; to identify trends and opportunities for improvements Establish tools to improve the efficiency of the run processes as required.
• KMDB- Knowledge Management data base, Training the new joiners on incident/problem mgmt.
• Reporting (HRIT Cloud & HR Portal) (Ad hoc & Recurring)
• ARA (asset risk assurance) & DORA Audit for Cloud Integration, Data Loader & Qualtrics
• SPM (Service Portfolio Management) demand related activities for Phenom & Cloud Integration onboarding
• HR Portal Decommissioning SPM demand and related activities

Preferred candidate profile

• University degree (Bachelor or equivalent)
• ITIL Service Management
• Reporting, Data Analytics
• JIRA and Confluence
• MS Office Suite
• Excellent communication and presentation skills.

Perks and benefits