ITIL Process Manager

As the ITSM Process Manager, your primary responsibility will be to design, implement, and continuously improve IT Service Management processes in alignment with ITIL best practices. You will play a crucial role in ensuring that all IT services are delivered efficiently, effectively, and in accordance with business objectives. Collaboration with cross-functional teams, management of process performance, and fostering a culture of service excellence will be key aspects of your role. Your key responsibilities will include: - Developing, implementing, and maintaining ITSM processes such as Incident, Problem, Change, Service Request, and Configuration Management. - Monitoring and analyzing the performance of ITSM processes to drive continuous improvement and alignment with business goals. - Ensuring that processes are well-documented, standardized, and effectively communicated across teams. - Identifying process gaps and inefficiencies and implementing solutions to address them. You will also be responsible for ensuring that ITSM processes comply with organizational policies, industry standards, and regulatory requirements. Developing and managing Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to measure and report on process effectiveness will be crucial for governance and compliance. Collaboration with IT and business teams to ensure alignment of IT services with business needs, serving as a key point of contact for process-related inquiries and escalations, and providing training and education to staff on ITSM processes and their roles in service delivery will be essential aspects of stakeholder management. Additionally, you will oversee ITSM tools such as ServiceNow to ensure they support process requirements effectively. Preparing and presenting regular process performance reports to management, utilizing data analytics to identify trends, predict issues, and inform decision-making will be part of your reporting and analysis responsibilities. To be successful in this role, you should possess a Bachelor's degree in Information Technology, Computer Science, or a related field along with at least 5 years of experience in IT Service Management or a related role. An ITIL Certification is mandatory, and advanced ITIL certifications or other ITSM-related certifications are preferred. Strong understanding of ITIL best practices and ITSM frameworks, excellent problem-solving and analytical skills, effective communication and stakeholder management abilities, as well as experience with process automation and optimization are key skills required. Preferred qualifications include experience in Agile or DevOps environments, knowledge of ISO 20000, COBIT, or other IT governance frameworks, and leadership or team management experience. This full-time role is based in Bangalore, Karnataka, with an ongoing unposting date.,