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Job Description
Requirements:
- Minimum of Bachelor's Degree in Computer Science, Information Systems, or equivalent field.
- 8-12 years of related and progressive experience combining IT delivery, solutions implementation, project management, operations management, team leadership.
- At least 5 years’ experience in delivering IT Service Management (ITSM) and process management through a structured approach, in a corporate environment; including ISO20000 and CMMI certification.
- Service, project and results-orientation, with strong analytical and problem-solving skills.
- High-energy work ethic, ability to establish vision, drive change and deliver results.
- Ability to facilitate cross-functional teams to develop, deliver, operationalize, document, and support solutions.
- Knowledge of developing and managing SLAs, KPIs, and critical success factors (CSFs) for IT Services, processes, operations and work environments.
- Experience of ITSM software applications and tools, analysis, and reporting.
- Knowledge of developing and managing continuous improvement programs.
- Qualifications: ITIL v3 Expert certification with strong knowledge of ITIL is mandatory.
- ISO20000, CobIT v5, BPM, CMMI, Six Sigma, CISA, CGEIT training and certification valuable.
- Project Management certification preferred.
- Contribute directly to the strategy, development and quality of IT Service Management and the company’s service delivery capability. Instil service orientation and ITSM awareness.
- Own specific IT Services and ensure their effective delivery, management and improvement to meet company and client needs.
- Active stakeholder and driver in underlying operations process and infrastructure, to direct continuous improvements across the supporting teams to meet existing customer contract/statement of work, Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) and compliance requirements.
- Create, monitor, and report on a comprehensive set of metrics and KPIs based on the IT service deliverables and the agreements above.
- Own and lead the execution of the process development and improvement roadmap for multiple ITIL processes to improve alignment and business outcomes.
- Develop both short- and long-term service and process goals and maturity levels to be achieved over the specified time period.
- Partner and collaborate with other teams to deliver a holistic ITSM program with a coordinated set of continuous improvement initiatives.
- Work within the management structure to provide thought leadership on ITSM and ITIL process development, the current position, roadmap and strategic direction
Job Requirement
Additional Information
Job Type | : | Full Time |
Experience | : | 8 - 12 years |
Location | : | Mumbai, India |
Qualification | : |