ITSM Process Manager Full Time NEW

SIAM Champion would be accountable for overall SIAM or multi-vendor ITSM function (covering MIM/IM, PM, CM, KM, SCM, RF, SLM, HAM, CMDB, Vendor Management etc.) delivery on day-to-day basis across the technology tracks for a customer with 24×7 coverage (need to align to customer business hours) and a multi-sourcing/multi-vendor environment.

Job Description:

• End-to-end ownership & accountability/responsibility of day-to-day SIAM cum mulit-vendor ITSM support function for Incident, Problem, Change, Service Catalog, Request Fulfilment, Hardware Asset & Configuration, Knowledge, Vendor Management etc. in a multi-vendor environment
• Manage ITSM team who’s responsible to run above mentioned process, ITSM tool areas, conduct reviews of respective areas
• Maintain in-depth understanding of overall IT environment of customer as well as services provided by respective support groups
• Run daily service review of respective support groups on regular basis as per expected services using SOW
• Make sure required SLAs/OLAs performance reports published/shared on-time
• Manage handshakes, interface points & disputes in between support teams
• Proactively look for areas of improvement, potential risks etc. and highlight the same to customer/support teams for mitigation
• Accountable for overall process adherence and Continual Service Improvement in all in-scope process & ITSM tool areas
• Total years of experience should 18+ Years and above and relevant experience should be 16+ Years

Desired Skills:

• SIAM or multi-vendor IT Service Management Champion with deep technology exposure
• Strong business relationship management skills while working with multiple support groups, stakeholders, senior management etc., experience with large / complex customer environment in past would be preferred
• ITIL® Foundation certified, Intermediate is preferred
• Project Management experience in past is preferred
• ITSM lead experience with at least a team of 10-15 resources
• Strong customer service orientation
• Comfortable with and effective using MS Office applications specially Excel & PPT
• Close attention to detail and accuracy
• Deadline driven and results oriented
• Flexible attitude and ability to interact with a diverse business user community and changing environment

Essential Requirements:

• English Proficiency of IELTS 7 or above Mandate
• Graduate (minimum), BE/B. Tech/MBA preferred
• Practical experience as ITSM Lead with at least 4-5 ITIL® processes including Incident, Problem, Catalog, Request, Change, HAM, CMDB, Knowledge, Service Level etc.
• Hands-on work experience on at least one Service Management tools like ServiceNow, BMC Remedy, HPSM or any other equivalent industry standard ITSM tool (ServiceNow is preferred)
• Excellent English communication skills, both written and verbal, including business writing skills
• Experience of performance data analysis of ITIL® processes
• Ability to work with all levels of client, especially senior management and internal resources
• Positive learning attitude and willing to work in team environment