Manager ITSM Governance

As a Manager in IT Service Management at the company, your role includes providing process expertise and leadership to establish and manage best practices for customers, with a focus on practical application within various environments. Your responsibilities will involve creating and directing strategies for the assigned IT Service Management Discipline to align with business requirements. You will be accountable for the overall success of delivering the IT Service Management Discipline, initiating positive changes, and communicating the service value to stakeholders. Your key responsibilities will include: - Fully functional and self-directed, providing formal mentorship - Handling high complexity assignments as the owner - Taking ownership of moderate complexity assignments (1 or more) - Providing oversight and review for low complexity assignments - Leading yourself and others, being established as a Product Subject Matter Expert (SME) or specialist - Adjusting work according to the bigger picture - Creating and updating process and procedure documentation - Managing a team of IT Process Engineers for daily execution - Providing training and education on IT Service Management Discipline - Collaborating with other ITSM Discipline Managers and stakeholders for improvements and consistency - Benchmarking industry best practices and integrating them into the discipline - Developing Key Performance Indicators - Analyzing system processes and business requirements to make necessary adjustments - Translating high-level business requirements into functional specifications Qualifications required for this role: - 15+ years of experience - Bachelor's or Master's Degree in Computer Science, Computer Engineering, MIS, or related field, or relevant work experience - Efficient team management, exceptional written and verbal skills - Strong leadership, diplomacy, negotiation, and influence skills - Ability to travel and work in a fast-paced team environment Preferred qualifications include: - ITIL Foundation Certification V4 and one ITIL Intermediate training class - Service experience with ITOM Discovery and Configuration Management Please note the shift timings for this role are from 1:30 PM IST to 10:30 PM IST.,