Job Description

he primary role is to ensure that standard methodology, processes and tools are developed that provide repeatable results and are adopted across the user community. The IT Service Delivery group manage the delivery of all infrastructure and applications used by the business. The function of this role is to manage and enforce the day-to-day service management processes defined for the operation of these systems. Including:
Problem Management
Change Management
Knowledge Management
Event Management
Service Level Reporting
Continuous Service Improvement
Vendor Service Review Meetings
Forward Change Planning

Responsibilities

Governance
Provide appropriate governance oversight to ensure that the practitioner community is adhering to standard methodology, processes, and practices.
Define the organizational measures required to determine the state of the practice area and if practitioners are operating successfully.
Develop and administer the tools required to effectively measure practitioner skill assessments.
Lead the development of a continuous feedback process for practitioners to identify process improvements.

Delivery
Build and lead a Team of ITIL Service Management Professionals.
Act as the Services Process Manager for the Problem, Change, Knowledge & Event Management processes and the workflows associated with each.
Partner with adjacent services team leaders to deliver our service operations strategic plan and roadmap.
Define, implement, and maintain the key performance indicators (KPIs) of the services including the generating and distributing of reports to measure the effectiveness and value of the services.
Chair the operational review cadence for internal governance related to service performance against our KPIs and targets.
Conduct root cause analysis/postmortem meetings and facilitates the problem management process for lessons learned and preventive recurrence.
Manage and drive the incident and change management processes to always ensure operational stability.
Develop framework and serve as a facilitator of audits and assessments to ensure processes and services are fit for purpose and support the mission.
Serve as an expert analyst and advisor to plan, manage, and execute Process Improvement & partner with Data Science team in finding potential use cases for ITSM Intelligent Automation ( AI ML ).
Knowledge of ServiceNow Predictive Analytics & other ML Tools.
Python & R Scripting is good to have.
Knowledge of PowerBi & advance ServiceNow reporting.
Manage employee performance, setting objectives, and conducting regular team and individual performance reviews.
Create and build relationships with key business stakeholders
Decision Making Authority:
Frequently interacts with subordinate supervisors, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company
Interacts with the VP of Managed Services and the Business Unit Constituents to rationalize, enhance and evolve our Managed Service offerings.
Continuous Improvement
Work with application teams to determine the impact of application changes to the monitors configured for an application and determine if any changes or additions are required.
Assist teams in identifying monitoring requirements and implementing the appropriate monitors to achieve the desired results.
Use experience, expertise, and data analysis to collaborate with manager and team members in the identification of corrective action to increase efficiency, improve performance and meet or exceed targets.
Identify scope of process improvements & logging defects or enhancements for the same in ServiceNow.
Participate in ITSM Process enhancement, defect fixes & thoroughly test them in ServiceNow Lower environment.
Able to keep all the process documents & SharePoint site up-to date.

Required Qualifications

Bachelors degree in Business, Computer Science, Information Technology or related field; or equivalent work experience.
7-10 years experience in project execution role across the solution delivery life cycle (e.g. requirements, analysis, testing, and implementation).
Demonstrated proficiency in assigned practice area (including general practice, methodology, tools and processes).
Superior written and verbal communication skills; to include developing executive level presentations.
Proven practice area leadership experience, including ability informally lead and mentor peers across the practice community.
Effective at building and maintaining a resource network; demonstrated skills in building effective business consulting relationships.
ITIL Foundation or Expert certification
Work experience of Service Management tools, preferably ServiceNow
Strong communication skills & practices delivery of ITIL process training sessions.

Preferred Qualifications
ServiceNow Basics
Data Science for ITSM Intelligent Automation
ITIL Expert
PowerBI
Process consulting
Training & Coaching
Education: Any Graduate
Industry: Financial Services/Stockbroking, Banking

Skills Required