Associate Director/Director - Professional Services (ITSM)

13 - 15 years

40 - 45 Lacs

Posted:8 months ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

  • We are seeking a highly experienced and motivated Director of Technical Services for our Enterprise IT Service Management (ITSM) product line
  • In this leadership role, you will drive the technical strategy, oversee product deployment, and ensure exceptional customer support
  • Your expertise and leadership will be crucial in guiding our implementation teams to success
  • Key Responsibilities: Technical Strategy and Roadmap: Develop and maintain the technical strategy and roadmap for our ITSM product line, aligning with company goals and customer needs
  • Collaborate with product management and stakeholders to prioritize enhancements and new features, based on market trends and customer feedback
  • Technical Leadership: Lead, mentor, and inspire a team of architects, subject matter experts, and technical engineers for high-quality product deployment and delivery
  • Establish best practices and standards for software deployment, quality assurance, and technical support
  • Foster a culture of innovation and continuous improvement
  • Product Deployment: Oversee the design, testing, and deployment of ITSM products for global customers
  • Experience with tools like ServiceNow, HP, BMC, or CA is advantageous
  • Implement processes for Service Strategy, Service Design, and Continuous Service Improvement
  • Lead the development of Service Portfolio and Service Catalog, and establish OLAs and SLAs with stakeholders
  • Strive to establish the team as a Service Management Center of Excellence
  • Work closely with cross-functional teams for timely product releases and updates
  • Customer Support and Success: Ensure exceptional technical support and services, ensuring high customer satisfaction and prompt resolution of issues
  • Act as the escalation point for critical technical issues, collaborating with internal teams and customers
  • Stakeholder Management: Build strong relationships with internal and external stakeholders, including customers, partners, and vendors
  • Provide regular updates to executive management on project status, implementation support, and team performance
  • Qualifications and Experience: Bachelor s or master s degree in Computer Science, Engineering, or a related field
  • ITIL Expert certification is a significant advantage
  • 12+ years of experience in software deployments and technical management, focusing on Enterprise IT Service Management or similar products
  • Proven leadership and mentoring experience with high-performing technical teams
  • Strong knowledge of ITSM best practices and standards (e
  • g
  • , ITIL, COBIT, ISO/IEC 20000)
  • Proven experience managing large-scale customer projects globally
  • Strong customer orientation and excellent relationship management skills
  • Exceptional communication, presentation, and interpersonal skills
  • What We Offer: Competitive salary and comprehensive benefits package
  • A collaborative and innovative work environment
  • Opportunities for professional growth and development
  • Join us at SymphonyAI and make a significant impact on the future of Enterprise IT Service Management solutions
  • We look forward to welcoming a dynamic leader who can drive success and innovation
  • Introduction SymphonyAI is at the forefront of innovation, leveraging cutting-edge artificial intelligence and machine learning technologies to transform industries and drive business growth
  • As a global leader in AI-powered solutions, we empower organizations to harness the full potential of data-driven insights
  • SymphonyAI enterprise applications rapidly deliver transformative business value across retail, CPG, financial services, manufacturing, media, Enterprise IT (SymphonyAI Summit) and the public sector
  • SymphonyAI combines unrivalled AI technology, vertical expertise and industry-specific data and insights into applications that drive the highest value for customers
  • We are one of the largest and fastest growing AI portfolios
  • Job Description Position Summary: We are seeking a highly experienced and motivated Director of Technical Services for our Enterprise IT Service Management (ITSM) product line
  • In this leadership role, you will drive the technical strategy, oversee product deployment, and ensure exceptional customer support
  • Your expertise and leadership will be crucial in guiding our implementation teams to success
  • Key Responsibilities: Technical Strategy and Roadmap: Develop and maintain the technical strategy and roadmap for our ITSM product line, aligning with company goals and customer needs
  • Collaborate with product management and stakeholders to prioritize enhancements and new features, based on market trends and customer feedback
  • Technical Leadership: Lead, mentor, and inspire a team of architects, subject matter experts, and technical engineers for high-quality product deployment and delivery
  • Establish best practices and standards for software deployment, quality assurance, and technical support
  • Foster a culture of innovation and continuous improvement
  • Product Deployment: Oversee the design, testing, and deployment of ITSM products for global customers
  • Experience with tools like ServiceNow, HP, BMC, or CA is advantageous
  • Implement processes for Service Strategy, Service Design, and Continuous Service Improvement
  • Lead the development of Service Portfolio and Service Catalog, and establish OLAs and SLAs with stakeholders
  • Strive to establish the team as a Service Management Center of Excellence
  • Work closely with cross-functional teams for timely product releases and updates
  • Customer Support and Success: Ensure exceptional technical support and services, ensuring high customer satisfaction and prompt resolution of issues
  • Act as the escalation point for critical technical issues, collaborating with internal teams and customers
  • Stakeholder Management: Build strong relationships with internal and external stakeholders, including customers, partners, and vendors
  • Provide regular updates to executive management on project status, implementation support, and team performance
  • Qualifications and Experience: Bachelor s or master s degree in Computer Science, Engineering, or a related field
  • ITIL Expert certification is a significant advantage
  • 12+ years of experience in software deployments and technical management, focusing on Enterprise IT Service Management or similar products
  • Proven leadership and mentoring experience with high-performing technical teams
  • Strong knowledge of ITSM best practices and standards (eg, ITIL, COBIT, ISO/IEC 20000)
  • Proven experience managing large-scale customer projects globally
  • Strong customer orientation and excellent relationship management skills
  • Exceptional communication, presentation, and interpersonal skills