It Service Manager

Role Name - IT Service Management Lead

Preferred Experience Range - 8 to 10 years experience in IT Service Management and service delivery

Location - Delhi NCR

Skill Set:

• 8-10 years of experience in end-to-end IT Service Management, including ownership of Incident, Major Incident, Problem, Change, Request and Knowledge Management processes.
• Proven experience leading operations, service governance, continual service improvement, and cross-functional delivery teams.
• Strong understanding of Helpdesk practices, service management tools, computer systems, mobile devices and enterprise technology products.
• Strong leadership, analytical and problem solving abilities,with effective cross team and vendor collaboration.

Job Description / Responsibilities:

• Service Management Leadership
• Lead end to end IT Service Management operations and ensure consistent delivery against agreed service levels and business priorities.
• Provide leadership for major incidents, ensuring rapid assessment, prioritization, escalation, coordination and restoration of services.
• Act as the senior point of contact for service critical matters and drive clear ownership across resolver groups.
• Provide timely, accurate and audience appropriate updates to stakeholders including senior leadership.
• Lead service reviews, major incident calls and post incident reviews, ensuring actions are tracked to closure.
• Problem Management and Reporting
• Own post- ncident reviews and ensure robust root cause analysis, corrective actions and long term preventive measures are completed.
• Develop and review service performance reports, identify trends and risks and provide actionable recommendations.

Responsibilities

• Incident Coordination:
• Service Management Leadership:
• Lead operations and major incidents from detection through service restoration and formal closure.
• Ensure effective prioritization, escalation, resource coordination and adherence to agreed service levels.
• Act as the senior point of contact for major incidents and service critical escalations.
• Provide clear and timely communications to business stakeholders, technical teams, vendors and senior leadership.
• Chair service reviews and post incident reviews with clear actions, owners, and closure tracking.
• Problem Management and Reporting:
• Drive root cause analysis, trend reviews, corrective actions and proactive problem management to reduce repeat incidents.
• Maintain service performance reporting and document lessons learned, risks and preventive measures.
• Governance and Continual Improvement:
• Ensure compliance processes, controls, service levels and operational governance requirements.
• Lead continual service improvement initiatives, including process simplification, automation, knowledge improvement and performance optimization.
• Leadership and Collaboration:
• Lead and coach team members while working closely with technical teams, vendors, process owners and business units.
• Coordinate cross functional actions for long term fixes, service improvements, risk reduction and improved customer experience.