Manager-IT Service Management -Chakan,Pune

Job Description

What we expect Collaborate with all regional leads to implement best practices and ensuring efficient and effectiveness across their region with global initiatives. Provide guidance, coaching and support to regional IT Community in all IT global/regional implementations projects to ensure high performance. Backup assistant for any region that could need support (follow-the-sun) Overseeing the delivery of IT services to meet the needs of global users and stakeholders. Collaborate with Infosys SIAM team. Ensuring that SLAs and KPIs are defined, monitored, and met consistently across their region. Managing relationships with internal and external service providers to ensure seamless service delivery. Developing and implementing a Global IT service strategy aligned with the organizations business objectives. Collaborating with regional stakeholders to understand their requirements and priorities and incorporating feedback into the service strategy. Continuously monitoring and evaluating the performance of IT services to identify areas for improvement. Leading service improvement initiatives to enhance service quality, reliability, and user satisfaction. Implementing best practices such as ITIL to drive service excellence. Overseeing change and release management processes to minimize disruption to IT services during changes or updates. Ensuring that changes are assessed, prioritized, and implemented in a controlled manner to mitigate risks and maintain service stability. Coordinating communication and collaboration between different teams and stakeholders involved in change and release activities. Managing incident and problem management processes to minimize the impact of IT incidents on business operations. Manage the day-to-day operations of the service desk and the end-to-end incident management process and major incident management process. Facilitating timely resolution of incidents and problems by coordinating efforts across teams and leveraging appropriate resources. Conducting RCAs to identify underlying issues and implementing corrective actions to prevent recurrence. Monitoring vendor performance and addressing any issues or concerns proactively. Developing and implementing risk mitigation strategies and controls to safeguard IT assets and data. Collaborating with internal audit and compliance teams to address audit findings and remediate any non-compliance issues. Providing leadership, direction, and support to global IT service teams, including managers, analysts, and technical specialists. Fostering a culture of collaboration, innovation, and continuous improvement within the IT service organization. Develop and maintain an IT Service Management strategy and framework that aligns with business goals. Ensure that the Service Desk team, internal or vendor ones, provides high-quality customer service, improves user experience, and maintains a positive relationship with stakeholders. Who we are looking for Bachelors Degree in Information Technology, Computer Science Minimum of 5 to 10 years of experience in ITIL best practices (ITIL 3/4 foundation certification will be a plus). Experience working with IT Service Management tools (ServiceNow experience will be a plus Deep knowledge of ITSM and practical experience in (major) incident management and problem management. Ability to lead and direct the (major) incident response effectively and efficiently. Familiarity with ITIL or other industry-standard frameworks for (major) incident management. Excellent communication and interpersonal skills, with the ability to communicate effectively with stakeholders at all levels of the organization.