- Design, implement, and improve upon robust processes to support delivery methods aligned with the ITIL framework..
- Develop and manage the transformational ITSM roadmap in collaboration with other IT teams, business partners, and vendors to support, secure, and manage IT Service Management in a complex global setting from production plants to office settings..
- Drive incident, change, problem, knowledge, and other activities to ensure process maturity in IT Service Management..
- Act as tactical leader throughout a moderate subset of the organization to ensure the processes and systems support the business..
- Provide strategic vendor relationship management for ITSM suppliers and various third parties who deploy the technologies..
- Lead metrics benchmark, set targets, establish baselines, and create corresponding reporting covering service management processes, controls, end-to-end monitoring, and automation..
- Provide strategic and operational leadership, development, and talent management activities for direct reports and their organizations, which may include forecasting resource needs, recruiting, hiring, performance management, training, and budgeting.
- You will also collaborate with managers and supervisors in your organization to ensure staff selections align with current and future needs..




- Other duties as assigned.

QUALIFICATIONS.

- Bachelors degree in a related field or equivalent experience.
- Confirmed stakeholder management, presenting to and influencing executive leaders.
- Confirmed experience working on high-impact global projects, strategic initiatives, and change management initiatives.
- Minimum of eight years of related work experience, five years of supervisory experience.
- Experience implementing and leading operations using ServiceNow for a Fortune 100 organization.
- Strong customer focus (internal and external), including the understanding of customer centric design and experience.
- Demonstrated usage of best practices for managing process, data, and technology to deliver a great client experience.
- Extensive familiarity with ITIL process implementation and certification in ITIL.
- Agile development experience desired.
- Prior experience in defining, creating, and providing operational level support to meet service level agreements, operational level agreements, and standard operating procedures in support of a service catalog.
- Experience managing vendor outcomes and performance including owning and negotiating SLAs/OLAs.

📌 ITSM Platform Associate Director (Bengaluru)
🏢 Cargill
📍 Bengaluru