Job Description

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Inviting applications for the role of Consultant - ITSM Communication Manager
The ITSM Communication Manager is responsible for developing, coordinating, and executing communication strategies to support IT Service Management (ITSM) processes across the organization. This role ensures consistent, timely, and clear communication to stakeholders during service disruptions, changes, and IT initiatives. The ideal candidate will bridge the gap between technical teams and end users, promoting transparency and driving adoption of ITSM practices.
Responsibilities:

• Develop, implement, and manage communication strategies to support ITSM objectives and initiatives.
• Prepare and deliver executive updates, ensuring clarity and alignment with organizational goals.
• Manage change communication processes, including crafting, distributing, and monitoring the effectiveness of messages related to ITSM changes.
• Draft and oversee the distribution of organizational announcements, ensuring timely and accurate dissemination of information.
• Collaborate with ITSM team members and other departments to gather information and insights for communication materials.
• Maintain strong relationships with stakeholders to ensure communication needs are met and feedback is integrated into future communications.
• Monitor and evaluate the effectiveness of communication strategies, using insights to continuously improve processes.
• Manage internal communication platforms and tools to ensure efficient and effective message delivery.
• Act as the point of contact for all communications-related inquiries within the ITSM team.

Qualifications we seek in you!
Minimum Qualifications / Skills

• Bachelor's degree in communications, Public Relations, Business Administration, or a related field.
• Proven experience in a communications role, ideally within an IT or technical environment.
• Exceptional written and verbal communication skills.
• Ability to manage multiple projects simultaneously, with a high level of self-motivation and autonomy.
• Proficiency in using communication tools and platforms.
• Strong interpersonal skills, with the ability to engage and influence stakeholders at various levels.
• Demonstrated ability to think strategically and execute tactically.

Preferred Qualifications/ Skills

• Familiarity with IT Service Management processes and terminology are highly desirable.
• Experience in change management and organizational communication is a plus.
• Ability to work effectively in a fast-paced, dynamic environment.
• Excellent business process and change management skills with ability to develop strategy, evaluate efficacy, influence stakeholders, drive implementation and measure success.
• Strong quantitative, analytical, problem-solving skills, including the ability to accumulate, organize, and assimilate large amounts of information.
• Ability to meet strict deadlines while managing multiple tasks with competing priorities.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation. Get to know us at www.genpact.com and on X, Facebook, LinkedIn, and YouTube.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.