IT Service Management Representative

Project Role : IT Service Management Representative

Project Role Description : Manage delivery for IT production systems and services. Support the infrastructure service management lifecycle, ensuring client satisfaction and management of risk to services. Provide operational support, ensuring production systems and devices are online and available.

Must have skills : Service Management Framework Design and Implementation

Good to have skills : NA
Minimum 7.5 year(s) of experience is required

Educational Qualification : 15 years full time education

Summary:
As an IT Service Management Representative, a typical day involves overseeing the delivery and smooth operation of IT production systems and services. This role requires continuous monitoring and support of infrastructure service management processes to maintain high levels of client satisfaction. The individual ensures that production systems and devices remain operational and accessible, while actively managing risks associated with service delivery. Collaboration with various teams to address challenges and maintain service continuity is a key aspect of daily activities, contributing to the overall stability and efficiency of IT operations.

Job description-ITSM Process Architect (focused on Change & Problem Management):
1. Own end-to-end design, governance, and optimization of Change and Problem Management processes.
2. Review existing process flows to identify inefficiencies, bottlenecks, and failure points.
3. Conduct detailed gap assessments against best practices (e.g., ITIL) and organizational goals.
4. Analyze recurring incidents to uncover root causes and drive problem elimination strategies.
5. Define checkpoints, controls, and pre-requisites to ensure process compliance and effectiveness.
6. Identify risks related to failed changes, resource constraints, and process deviations.
7. Provide actionable recommendations for process improvements and automation opportunities.
8. Drive execution of improvements across teams, ensuring alignment with governance standards.
9. Collaborate with stakeholders to ensure smooth change implementation and minimize business impact.
10. Monitor KPIs, audit outcomes, and continuously refine processes for operational excellence.
11. Drive Continuous improvement and Automation.

Roles & Responsibilities:

Expected to be an SME, collaborate and manage the team to perform.

Responsible for team decisions.

Engage with multiple teams and contribute on key decisions.

Provide solutions to problems for their immediate team and across multiple teams.

Coordinate with stakeholders to align service management processes with organizational goals.

Monitor service performance metrics and implement improvements to enhance service quality.

Facilitate communication between technical teams and business units to ensure seamless service delivery.

Professional & Technical Skills:

Must To Have Skills:

Proficiency in Service Management Framework Design and Implementation.

Strong knowledge of IT service lifecycle management and best practices.

Experience in risk management and mitigation strategies within IT service environments.

Ability to analyze and improve operational processes to enhance service availability.

Skilled in coordinating cross-functional teams to achieve service excellence.

The candidate should have minimum 7.5 years of experience in Service Management Framework Design and Implementation.

This position is based at our Bengaluru office.

A 15 years full time education is required.

Qualification 15 years full time education