Manager ITSM Governance

The Manager role involves providing expertise and leadership in IT Service Management to establish and manage best practices for the customer. This includes practical application within various environments and insight into the implementation of ITIL process capabilities. The Manager is accountable for creating and directing the strategy for the assigned IT Service Management Discipline in alignment with business requirements. The responsibilities of the Manager include: - Being fully functional and self-directed - Providing formal mentorship - Handling high complexity assignments as the owner - Managing moderate complexity assignments as the owner (one or more) - Providing oversight/review for low complexity assignments - Leading self and others regularly, being established as a Product Subject Matter Expert (SME), or specialist - Understanding the big picture and adjusting work accordingly - Contributing to the success of the delivery of the assigned IT Service Management Discipline, driving positive change, and communicating the service value to stakeholders - Creating and updating process and procedure documentation for the assigned IT Service Management Discipline - Managing a team of IT Process Engineers to execute one or more IT Service Management Disciplines daily - Providing training and education related to the assigned IT Service Management Discipline for Ensono associates and customers - Collaborating with other ITSM Discipline Managers, Tower Leaders, and Customer stakeholders to enhance improvements and consistency across the enterprise - Benchmarking industry best practices and integrating them into the assigned IT Service Management discipline - Developing Key Performance Indicators for the assigned IT Service Management discipline - Analyzing complex system processes and business requirements to make necessary process adjustments that meet the requirements - Translating high-level business requirements into functional specifications Qualifications: Required - 15+ years of experience - Bachelors or Masters Degree in Computer Science, Computer Engineering, MIS, or related field, or relevant work experience - Efficient team management skills - Exceptional written and verbal communication skills - Strong leadership abilities - Diplomacy, negotiation, and influence skills - Willingness to travel when required - Ability to work in a fast-paced team environment Preferred - ITIL Foundation Certification V4 and one ITIL Intermediate training class - Service experience with ITOM Discovery and Configuration Management Shift Timings: 1:30 PM IST to 10:30 PM IST,