Please note - There should not be Career Gap more than 6 months(NO Career Break)
BGV (Background Verification)is mandatory.
Key responsibilities
- Responsible to drive seamless CFS, ITSM process governance and management for global clients spanning across varied industry verticals, geographies. Lead a team of min 5-10 ITSM process managers
- Act as a focal point for the respective process and ensure adherence and compliance to the CFS, ITSM process by all teams, groups and stakeholders involved
- Drive seamless CFS, ITSM process governance collaborating with all technical teams, groups and stakeholders involved in process execution, operations
- Facilitate periodic review meetings with client stakeholders to showcase CFS, ITSM process performance as per agreed frequency
- Collaborate, coordinate with customer suppliers, third party vendors and escalate as appropriate incase of significant delays, SLA breaches etc
- Drive continuous service improvements (CSI) initiatives to uplift the process performance and ensure seamless process execution
- Generate and publish the ITSM reports,
dashboards for the respective process with client IT and business stakeholders
- Drive innovations to modernize the process governance and management with adoption and implementation of Gen AI, Agentic AI capabilities
- Responsible to spearhead cross functional services (CFS), IT service management (ITSM) engagements for global clients spanning across varied industry verticals, geographies.
- Lead a team of min 5-10 ITSM process managers
- Act as a single point of contact for customers and accountable for seamless delivery, operations for CFS, ITSM scope of work
- Liase with customer, internal and external stakeholders to successfully drive transition, transformation and steady state (BAU) operations as part of the engagement.
Mandatory Skills & Relevant Experience
- Prior experience in ITSM process governance roles (Core ITSM processes) for global clients
- Valuable knowledge of ITIL 4 practices, ITIL V3 process lifecycle operations, delivery
- Good interpersonal skills and client stakeholder management
Professional Certifications
- ITIL Intermediate, Expert Certified
- SIAM Foundation
- Market leading ITSM product related certifications (if any)
📌 ITSM Process Manager (Hyderabad)
🏢 Pi Square Technologies
📍 Hyderabad
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