Job Title: Service Management Lead

Job Summary: 9 10 years of ITIL framework and IT Service Platform Implementation

Location: Mumbai

Knowledge and Experience Required

- Proven experience on ITIL V3 Incident, Request Fulfilment, Event, Problem Management , Change, Asset and Configuration Management implementation and operation
- ITIL Intermediate or Expert certification
- Proven experience on IT Service Platform (ServiceNow/ManageEngine) implementation and operation
- Competent in the use of Microsoft PowerPoint, Project, Word and Excel

Roles, Skills and Attributes Required

- Experience in leading IT Service Platform and ITSM Processes in complex and matrix organizations
- Robust business acumen and customer oriented
- Ability to build liaison with dispersed stakeholders and drive customer services
- Strong negotiation skills and ability to resolve problems and follow through to completion
- Ability to deliver results with right quality and attention to detail
- Proactive and preventive orientation to anticipate and drive issues
- Ability to deliver under pressure
- Collaboration, Communication and Decision making skills
- Good command of written/verbal business English

Outputs and Accountabilities

- Owner of ITIL processes to enable predictable and repeatable practices that can operate as effectively in-house and with Vendors




- Accountable of ensuring Governance of Process and SM Tool is in place across organization and establish liaison with stakeholders
- Accountable for central ownership of processes and SM tools to enable predictable and repeatable practices that can operate as effectively in-house and with Vendors or external partners
- Accountable to drive standardization, simplification, control, automation, consistent delivery of services and data quality underpinned by Processes and Service Management tool.
- Accountable for evolution of processes and SM tools leveraging self-services automation and out-of-the-box capabilities in order to support business needs and improve customer satisfaction
- Handle operational relationship with Stakeholders across organisation
- Chair Business Ownership meetings to gain commonality understanding of requirements and avoid issues on Service Management Tool Service
- Interact with associated projects to ensure successful handover of new capabilities into operation
- Liaise with the Stakeholders throughout the processes & SM tools reviews in order to
- Resolve issues preventing the correct operation of the service
- Improve the maturity, performance and quality of the service
- Get endorsement about service and gain customer satisfaction
- Support training needs about process & SM tools

📌 Service Management Lead (Mumbai)
🏢 ITC Infotech
📍 Mumbai