We are looking for 10+ years' experience in ITSM (IT Service Management) to manage the end-to-end delivery, design, and support of IT services, ensuring to align with business needs using frameworks like ITIL.
Technical Skills:
* 10+ years of experience in ITSM to manage designing, implementing, and improving ITIL-based processes such as incident management, change management, and service requests.
* Well versed in ServiceNow IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM) capabilities
* Strong understanding of ITIL methodologies, ServiceNow/Jira tools
* Strong communicator who can collaborate effectively with technical and non-technical stakeholders
* Communication skills, especially for explaining technical concepts to nontechnical business leaders
* Strong business acumen and the ability to translate complex data into clear recommendations
* Ability to work on a dynamic, research-oriented team that has concurrent projects
* Should have experience with cloud platforms like AWS, Azure, and GCP
* Professional certification in ITIL preferably
* Experience in Insurance domain preferable
Key Responsibilities and Skill
* Implementing incident, change, and problem management processes, optimizing service performance, and improving user experience.
* Designing, implementing, and improving ITIL-based processes such as incident management, change management, and service requests.
* Monitoring service delivery against Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
* Configuring and maintaining ITSM platforms (e.g., ServiceNow) to automate workflows and enhance reporting
* Leading, analyzing, and resolving IT incidents and service requests to minimize downtime.
* Driving initiatives to increase efficiency and reduce costs in IT operations.
* Partner with stakeholders across product, design, engineering, and finance to uncover insights and support strategic initiatives
* Develop clear reporting and dashboards to drive performance visibility and accountability across teams
* Conduct in-depth analyses to evaluate feature usage, business performance, and customer behavior
Qualification:
* Somebody who has at least 10+ years of work experience who has played ITSM manager role.
* Bachelor's degree (or equivalent) in computer science, information technology, engineering, or related discipline
* Education qualification: Any degree from a reputed college