Information Technology Service Management Manager

Job Description

About Client: Our client is a French multinational information technology (IT) services and consulting company, headquartered in Paris, France. Founded in 1967, It has been a leader in business transformation for over 50 years, leveraging technology to address a wide range of business needs, from strategy and design to managing operations. The company is committed to unleashing human energy through technology for an inclusive and sustainable future, helping organizations accelerate their transition to a digital and sustainable world. They provide a variety of services, including consulting, technology, professional, and outsourcing services. Job Title: ITSM Manager Location: Pune Experience: 8+ yrs Employment Type: Contract to hire Work Mode: Hybrid Notice Period: - Immediate joiners Job Description:- Primary Skills: ITSM, Change Manager Service Management, ITIL experience Secondary Skills : Knowledge of Aws/GCP/Azure would be an added advantage. Any experience of development work using ServiceNow, JAVA, SQL or REST APIs will be added advantage. JD : Support Service Continuity NFRs (Non Functional Requirement) as part of service onboarding process. Manage complex project scenarios and first level escalations. Conduct governance checks for ACTIVE services of multiple regions. Lead IBMi / Data Centre Loss Role swap co-ordination for multiple regions. Support PMs & IT Service Owners of all major regions Globally (Europe, North America, Canada, APAC) across multiple lines of business within HSBC on service resilience (continuity) queries. Chair meetings with PMs/ITSOs/Project Teams in relation to NFR process and procedures. Understand and execute Service Resilience policies and procedures in accordance to FIM requirements. Adhere to team’s operating model and deliver as per delivery quality parameters of the team. Participate in UAT testing for changes in Scott system. Propose and lead ideas for process improvement and/or automation. Collaboratively work with India and other regional team members. Essential Experience Excellent Verbal and written communication skills Must be able to confidently hold discussions with managers without getting pressurized. Willing to work in rotational shifts (Night shifts are generally not exceeding one week per month) Have analytical and self-driven approach A good team player with the ability to work under pressure Flexible enough to stretch self as per work requirement ITIL Foundation certified Prior experience of working in Service Resilience (Continuity) area would be an added advantage Prior experience of working in large organization with infrastructure in all major global regions would be an added advantage Knowledge of Aws/GCP/Azure would be an added advantage. Any experience of development work using ServiceNow, JAVA, SQL or REST APIs will be added advantage. Show more Show less