Principal Lead - IT Service Management Specialist

As an IT Service Delivery Manager at Ameriprise India LLP, your primary role will be to ensure the development and adoption of standard methodology, processes, and tools across the user community for delivering infrastructure and applications used by the business. Your responsibilities will include: - Providing ITSM Process Consulting for Configuration Management, Knowledge Management, and primarily Problem Management - Generating Service Level Reports - Driving Continuous Service Improvement - Conducting Data Analytics and Data Visualization - Overseeing ServiceNow Operations - Managing Major Incidents - Handling IT Asset Management (Hardware Asset Management & Software Asset Management) - Demonstrating understanding of Cloud Technologies (AWS, Azure) and Data Warehouse Principles Key Responsibilities: - Providing governance oversight to ensure adherence to standard methodology, processes, and practices - Defining organizational measures for practitioner assessment - Developing tools for practitioner skill assessment - Leading the development of a feedback process for process improvements - Owning, championing, and improving technology analytics processes - Leading a team of ITIL Service Management Professionals - Acting as the Services Process Manager for various management processes - Partnering with service team leaders to deliver service operations strategic plan - Defining and maintaining key performance indicators (KPIs) for services - Conducting operational reviews and root cause analysis meetings - Managing incident and change management processes - Serving as a facilitator for audits and assessments - Partnering with Data Science team for ITSM Intelligent Automation - Having knowledge of ServiceNow Predictive Analytics and other ML Tools - Managing employee performance and conducting reviews - Building relationships with key business stakeholders Decision Making Authority: You will frequently interact with subordinate supervisors, customers, and functional peer group managers to address matters between functional areas or customers and the company. You will also interact with the VP of Managed Services and Business Unit Constituents to enhance Managed Service offerings. Continuous Improvement: - Working with application teams to determine monitoring requirements - Identifying process improvements and logging defects or enhancements - Participating in ITSM process enhancement and defect fixes Required Qualifications: - Bachelor's degree in Business, Computer Science, Information Technology, or related field - 10-15 years of experience in project execution role - Proficiency in assigned practice area - ITIL Foundation or Expert certification - Experience with Service Management tools, preferably ServiceNow - Excellent communication skills - Experience in managing Team Leaders and individual contributors Preferred Qualifications: - ServiceNow Operations experience - Data Science for ITSM Intelligent Automation - ITIL Expert certification - PowerBI knowledge - Flexera One familiarity - Process consulting skills - Training and coaching experience About Ameriprise India LLP: Ameriprise India LLP has been providing client-based financial solutions for 125 years, focusing on Asset Management, Retirement Planning, and Insurance Protection. Join a collaborative culture that rewards contributions and offers opportunities for career growth. Working Hours: Full-Time (2:00 PM - 10:30 PM) Job Family Group: Technology (Note: The additional details about the company have been omitted as they were not explicitly specified in the job description.),