Role & responsibilities

- Job Function - Service Management
- Seniority Level - Senior (10 years)
- At Least 3-5 years in management / team leading roles (Able to manage a worldwide team of a direct and dotted line reporters of 20+ Associates of different nationalities and culture)
- Industry - Information Technology and ITSM
- Employment Type - Full-time
- Language: English

Role details:

- To manage and maintain the existing and new business/IT process through a developed client retention strategy and to enhance the service management quality and enable continuous improvement
- Client / customer facing role

Context

- Proactively monitor and manage customer objectives and focus areas to manage customer satisfaction
- Ensure risk management, service improvements in service management processes
- Ensure a consistent process / tool implementation of the RUN business and the change business programs
- Ability to nurture the customer relationship that will enable growth opportunities
- Ability to connect Partner /Vendor relationship and report out overall quality of overall services consumed and delivered

Job Description

- ITIL Service management Expert level Deep Knowledge of ITIL with special attention on Release Management (Security), Capacity and SACM processes to maintain the RUN process and change process
- Service Integration and Management (SIAM) with ability to connect with various customer organizations and report overall performance including improvement areas
- Knowledge of other best practices in the IT service management area




- Knowledge of Service Management tools (Servicenow as added advantage)
- Knowledge of IT systems (Cloud Infrastructure and Applications) and IT organisation
- Understanding Business processes and areas of IT Assets

Responsible that procedures are in place for

- Service life cycle management;
- Service catalog management;
- Owner of the IT Service Management Architecture (Senior level)
- Maintain/Manage the IT Service Management Architecture. Identify best practices in the IT Service Management area (ITIL, SIAM, KCS, ISO, COBIT, etc.) and embed these in the IT Service Management Architecture;
- Ensure that all IT Service Management processes are implemented in a consistent way;
- improvements on the IT Service Management Architecture are defined, implemented, reported and communicated in a transparent way

Skills includes

- Excellent interpersonal and English communications skills (both oral and written) with the ability to clearly communicate complex messages to a variety of audiences.
- Robust decision making skills. Able to make decisions quickly and efficiently.
- Proven competency to effectively interact at all levels across the organization, working to build and maintain successful relationships across all departments.
- Proven competency in business analysis, requirements definition, and business case production.
- Skilled at creating and delivering executive level presentations.
- Proven consultative, conflict resolution, negotiation and facilitation skills to gain consensus and ensure delivery of initiatives

📌 Service Management, (West Bengal)
🏢 Tata Consultancy Services
📍 West Bengal