IT Service Management

You are wanted as a dynamic and creative individual, ready to connect with a like-minded team at ISG. You'll have the autonomy to help clients make their digital infrastructure faster and more effective. Even though you have the freedom, you are not alone - with over 1600 teammates globally ready to support you. This connected team at ISG is waiting for you to kickstart your career with freedom. **Key Responsibilities:** - Develop and execute strategies, policies, and procedures aligned with industry best practices like the ITIL framework to optimize IT service delivery and drive operational efficiency. - Lead and manage a team of professionals ensuring alignment with organizational goals and priorities. - Establish and monitor key performance indicators (KPIs) to assess ITSM performance and drive continuous service improvement initiatives. - Collaborate with IT leadership and stakeholders to understand service requirements and align ITSM activities with business objectives. - Drive adoption and compliance of processes across the organization, ensuring adherence to service level agreements (SLAs) and regulatory requirements. - Lead the implementation and optimization of ITSM tools like ServiceNow to enhance the end-user experience. - Provide strategic guidance to senior management on ITSM trends and technologies to drive innovation and competitive advantage. - Manage vendor relationships, contracts, and service level agreements (SLAs) for third-party service providers. - Develop and manage resource allocation and staffing plans for current and future operational needs. - Prepare and present reports to senior management on ITSM performance, projects, and initiatives. - Focus on constant training and development of operations teams and contribute to the development of Governance Services IP. **Qualifications Required:** - Bachelor's degree in information technology, Computer Science, Business Administration, or related field; Master's degree preferred. - 12+ years of experience in IT service management with demonstrated leadership experience. - Strong technical expertise in ITSM frameworks like ITIL and COBIT. - Experience with ITSM tools, technologies, and integration with other IT systems. - Excellent leadership, interpersonal, and communication skills. - Strong analytical and problem-solving abilities with a strategic mindset. - ITIL Expert certification or higher-level ITIL certifications preferred. - Proven track record of leading ITSM programs, initiatives, and projects. - Excellent inter-personal skills to work in culturally diverse environments. - Proficiency in MS Office and Internet usage. - Time management skills and ability to work under pressure. - Self-motivated and able to work independently with limited supervision. - Flexible on timings and willing to work in an unstructured environment. - Familiarity with quality management tools, concepts, and methodologies.,