1186 Service Management Jobs - Page 21

Handle architectural role in ServiceNow area. Analyse current technologies used within the target project and determine ways to improve by implementing ServiceNow and its architecture Provide technical consultation to our clients in terms of using ServiceNow best practices for implementations and ongoing operations Lead and govern end-to-end ServiceNow implementations, migrations, transformation projects using onshore, offshore and nearshore models Establish enterprise wide best-practices and IT thought leadership in Service Management, Service Integration and Management, Intelligent Automation Platform and Robotic Process Automation Implement complex ServiceNow solutions for our clients in all applications/modules such as TSM Pro, ITSM Pro, HRSD, ITOM Pro, SAM Pro, HAM Pro, ITBM Pro, Security Operations, GRC, FSM Pro or CSM Pro Lead & investigate complex technical issues and review code as required Account for possible project challenges on constraints including, risks, time, resources and scope Work closely with project management teams to successfully monitor technical progress of ServiceNow implementations and maintenance/administration tasks Design ServiceNow technical solutions and also provide detailed specifications for those proposed solutions Provide expert guidance for best practices related to ServiceNow administration Required education Bachelor's Degree Preferred education Master's Degree Required technical and professional expertise 10+ years of IT experience with proven ServiceNow Product knowledge 3+ years of experience as a ServiceNow Solution/Technical Architecture with implementing SaaS/PaaS Solution on specific cloud architecture Experience in multiple end-to-end ServiceNow implementations across all modules - TSM Pro, ITSM Pro, HRSD, ITOM Pro, SAM Pro, HAM Pro, ITBM Pro, Security Operations, GRC, FSM Pro or CSM Pro Strong experience in integrating ServiceNow to several other applications using SOAP/REST. Preferred to have experience working with ServiceNow to ServiceNow and ServiceNow to Remedy ebondings or any other Products of similar nature Mandatory ServiceNow certifications - Certified System Administrator, Certified Application Developer, Implementation Specialist in 2 or more of these modules - ITSM/HRSD/CSM/FSM/ITBM/Discovery/Service Mapping/GRC/SIR/PPM/Cloud Management Preferred technical and professional experience Relationship building with business and customers Active listening, negotiation, problem solving Team building

NSC Global is currently looking for a NOC Engineer (L1) to join our growing company. NSC Global provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. Our goal is to partner with world-class enterprises, helping them become more agile, create commercial advantage and build quality through design, deployment, support and management of their global IT communications. NSC Global is a US Cisco Global Gold Certified Partner with a corporate headquarters in London, UK and a US headquarters in New York, NY. Please review our website at www.nscglobal.com for more information on our organization. Purpose of Role: To be responsible for delivering in line to Network solutions ensuring fulfilment of SLAs for NSC Global managed service customers and to manage all aspects of the network in both the NSC Global data centres and remote local networks, with the main objective to minimise unplanned downtime to the production infrastructure. Responsibilities Key Competencies: Autonomy Perform day- to-day activities under routine and continuous supervision with minor discretion in resolving problems or enquiries without frequent reference to others. Influence Ensure regular interaction with and may influence immediate colleagues and liaise with other teams as and when required. Ensure more influence in own domain including off-shore and on-shore team in network support to NSC Global end-users/clients. Complexity responsible to perform a range of varied work activities in a variety of structured environments (24X7 supports, working outside of shift hours) including working towards/on monitoring and management, data updation, network security, auditable working practices and operational procedures and perform site health checks. Business skills demonstrate ability to understand and use of appropriate methods, tools and applications having rational and organised approach to work. Able to: plan, work in a team, schedule and monitor own work within short time horizons. To absorb technical information when it is presented systematically and applies it effectively. Awareness of health and safety issues. To implicate practical experience of service desk systems. To find and propose solutions to service impacting problems and documenting all activities within the corporate tool set. To ensure that all changes to production systems are made using appropriate Change Control in accordance with NSC Global procedures and changes are carefully considered and have appropriate back-out plans for regression. To maintain a high standard of technical project delivery and associated documentation. Primary Responsibilities: To provide 1 st level support and triage, taking ownership of Incident and Problem cases. To ensure prompt and efficient resolution of incidents, meeting SLA requirements. To maintain an up to date record of network diagrams, inventory databases and equipment specifications related to the customers services, including updates to the knowledge base. To carry out technical investigations on user logged cases relating to user permission issues (TACACS), performance issues, investigating and service requests. To deliver audit and evidence requirements for shift routines, management configuration reviews, TACACS audits, Security Vulnerability audits, evidencing and remediation actions. To provide the capability to develop and deliver reporting to Service Management teams in line with: Link Utilisation, availability and capacity reporting from ITNM, reporting- Switch port, Ad hoc, Cisco working, long running tickets and general case management. Qualifications Qualifications: SC IT, BCS, BCA, Bachelor Degree, 3 years diploma (BSC electrical preferred). Experience: 1-3 Years of relevant experience Professional skills: Basic Skill - Cisco Routing / Switching; Familiar - Checkpoint + Juniper, Load Balancer. Essentials Cisco CCNA/CCDA or above. Desirable VPN Technologies and Encryption, load balancer solution including F5, and Cisco CSS, ; Cisco PIX/ASA firewalls, Cisco VPN concentrators, Cisco Unified Call manager, Unity and UC products, Cisco Wireless portfolio, Microsoft Windows 2000/2003 Server/Exchange, Ciscoworks, Net usage, Cisco ACS, TACACS, RADIUS and MPLS & VRF s, Checkpoint CCSA, GCSEs/O levels. Additional competencies : Communication: Clear, presentable and excellent communication skill orally and in writing at all levels to initiate and develop effective dialogue with colleagues. Working Together: able to work in a team, plan, present, schedule & monitor own work according to team s need and project requirement. Commitment: well organised, disciplined and practical approach. Persuasiveness: willing to work under routine supervision to identify and resolving complex issues and to advise and formulate strategies Analytical Ability: able to grasp new concepts, approaches and systems. Identifies purpose and objectives & Implements decision and evaluates results. Good problem solving skills. Creativity: willing to and motivated enough to develop new ideas, unique and novel solutions to problems and to absorb technical information when it is presented systematically and to apply it effectively. Job Motivation: high level of interest and enthusiasm for job responsibilities and can do attitude.

Areas of responsibility include Restaurants/Bars and Room Service, if applicable. Supervises daily restaurant operations and assists with menu planning, maintains sanitation standards and assists servers and hosts on the floor during peak meal periods. Strives to continually improve guest and employee satisfaction and maximize the financial performance in areas of responsibility. Determines training needed to accomplish goals, then implements plan. CANDIDATE PROFILE Education and Experience High school diploma or GED; 4 years experience in the food and beverage, culinary, or related professional area. OR 2-year degree from an accredited university in Food Service Management, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the food and beverage, culinary, or related professional area. CORE WORK ACTIVITIES Managing Day-to-Day Operations Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees absence. Maintains service and sanitation standards in restaurant, bar/lounge and room service areas. Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met. Leading Food and Beverage Team Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. Encourages and builds mutual trust, respect, and cooperation among team members. Serves as a role model to demonstrate appropriate behaviors. Identifies the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills. Develops specific goals and plans to prioritize, organize, and accomplish your work. Ensures and maintains the productivity level of employees. Provides the leadership, vision and direction to bring together and prioritize the departmental goals in a way that will be efficient and effective. Ensures compliance with all food & beverage policies, standards and procedures by training, supervising, follow-up and hands on management. Ensures compliance with all applicable laws and regulations. Ensures compliance with food handling and sanitation standards. Ensures staff understands local, state and Federal liquor laws. Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team. Establishes guidelines so employees understand expectations and parameters. Monitors alcohol beverage service in compliance with local laws. Ensuring Exceptional Customer Service Provides services that are above and beyond for customer satisfaction and retention. Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. Manages day-to-day operations, ensures the quality, standards and meets the expectations of the customers on a daily basis. Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations. Empowers employees to provide excellent customer service. Acts as the guest service role model for the restaurants, sets a good example of excellent customer service and creates a positive atmosphere for guest relations. Handles guest problems and complaints. Meets with guests on an informal basis during meals or upon departure to obtain feedback on quality of food and beverage, service levels and overall satisfaction. Ensures corrective action is taken to continuously improve service results. Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement. Manages service delivery in outlets to ensure excellent service from point of entry to departure (e.g., greeting from hostess, speed of order taking and food and beverage delivery, fulfillment of special requests, collection of payment & invitation to return). Managing and Conducting Human Resource Activities Provides guidance and direction to subordinates, including setting performance standards and monitoring performance. Identifies the educational needs of others, develops formal educational or training programs or classes, and teaches or instructs others. Ensures employees are treated fairly and equitably. Strives to improve employee retention. Ensures employees receive on-going training to understand guest expectations. Solicits employee feedback, utilizes an "open door" policy and reviews employee satisfaction results to identify and address employee problems or concerns. Strives to improve service performance. Ensures recognition is taking place across areas of responsibility. Additional Responsibilities Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Analyzes information and evaluating results to choose the best solution and solve problems. Assists servers and hosts on the floor during meal periods and high demand times. Recognizes good quality products and presentations. Supervises daily shift operations in absence of Assistant Restaurant Manager. Oversees the financial aspects of the department including purchasing and payment of invoices. .

Areas of responsibility include Restaurants/Bars and Room Service, if applicable. Assists in the daily supervision restaurant operations and assists with menu planning, maintains sanitation standards and assists servers and hosts on the floor during peak meal periods. Strives to continually improve guest and employee satisfaction. Determines training needed to accomplish goals, then implements plan. CANDIDATE PROFILE Education and Experience High school diploma or GED; 4 years experience in the food and beverage, culinary, or related professional area. OR 2-year degree from an accredited university in Food Service Management, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the food and beverage, culinary, or related professional area. CORE WORK ACTIVITIES Assisting in Management of Restaurant Team Handles employee questions and concerns. Monitors employees to ensure performance expectations are met. Provides feedback to employees based on observation of service behaviors. Assists in supervising daily shift operations. Supervises restaurant and all related areas in the absence of the Director of Restaurants or Restaurant Manager. Participates in department meetings by communicating a clear and consistent message regarding the departmental goals to produce desired results. Conducting Day-to-Day Restaurant Operations Ensures all employees have proper supplies, equipment and uniforms. Communicates to Chef and Restaurant Manager any issues regarding food quality and service levels. Ensures compliance with all restaurant policies, standards and procedures. Monitors alcohol beverage service in compliance with local laws. Manages to achieve or exceed budgeted goals. Performs all duties of restaurant employees and related departments as necessary. Opens and closes restaurant shifts. Providing Exceptional Customer Service Interacts with guests to obtain feedback on product quality and service levels. Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met. Encourages employees to provide excellent customer service within guidelines. Handles guest problems and complaints, seeking assistance from supervisor as necessary. Strives to improve service performance. Sets a positive example for guest relations. Assists in the review of comment cards and guest satisfaction results with employees. Meets and greets guests. Conducting Human Resource Activities Supervises on-going training initiatives. Uses all available on the job training tools for employees. Communicates performance expectations in accordance with job descriptions for each position. Coaches and counsels employees regarding performance on an on-going basis. Additional Responsibilities Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Analyzes information and evaluating results to choose the best solution and solve problems. Assists servers and hosts on the floor during meal periods and high demand times. Recognizes good quality products and presentations. Supervises daily shift operations in absence of Restaurant Manager. .

Areas of responsibility include Restaurants/Bars and Room Service, if applicable. Supervises daily restaurant operations and assists with menu planning, maintains sanitation standards and assists servers and hosts on the floor during peak meal periods. Strives to continually improve guest and employee satisfaction and maximize the financial performance in areas of responsibility. Determines training needed to accomplish goals, then implements plan. CANDIDATE PROFILE Education and Experience High school diploma or GED; 4 years experience in the food and beverage, culinary, or related professional area. OR 2-year degree from an accredited university in Food Service Management, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the food and beverage, culinary, or related professional area. CORE WORK ACTIVITIES Managing Day-to-Day Operations Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees absence. Maintains service and sanitation standards in restaurant, bar/lounge and room service areas. Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met. Leading Food and Beverage Team Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. Encourages and builds mutual trust, respect, and cooperation among team members. Serves as a role model to demonstrate appropriate behaviors. Identifies the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills. Develops specific goals and plans to prioritize, organize, and accomplish your work. Ensures and maintains the productivity level of employees. Provides the leadership, vision and direction to bring together and prioritize the departmental goals in a way that will be efficient and effective. Ensures compliance with all food & beverage policies, standards and procedures by training, supervising, follow-up and hands on management. Ensures compliance with all applicable laws and regulations. Ensures compliance with food handling and sanitation standards. Ensures staff understands local, state and Federal liquor laws. Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team. Establishes guidelines so employees understand expectations and parameters. Monitors alcohol beverage service in compliance with local laws. Ensuring Exceptional Customer Service Provides services that are above and beyond for customer satisfaction and retention. Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. Manages day-to-day operations, ensures the quality, standards and meets the expectations of the customers on a daily basis. Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations. Empowers employees to provide excellent customer service. Acts as the guest service role model for the restaurants, sets a good example of excellent customer service and creates a positive atmosphere for guest relations. Handles guest problems and complaints. Meets with guests on an informal basis during meals or upon departure to obtain feedback on quality of food and beverage, service levels and overall satisfaction. Ensures corrective action is taken to continuously improve service results. Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement. Manages service delivery in outlets to ensure excellent service from point of entry to departure (e.g., greeting from hostess, speed of order taking and food and beverage delivery, fulfillment of special requests, collection of payment & invitation to return). Managing and Conducting Human Resource Activities Provides guidance and direction to subordinates, including setting performance standards and monitoring performance. Identifies the educational needs of others, develops formal educational or training programs or classes, and teaches or instructs others. Ensures employees are treated fairly and equitably. Strives to improve employee retention. Ensures employees receive on-going training to understand guest expectations. Solicits employee feedback, utilizes an "open door" policy and reviews employee satisfaction results to identify and address employee problems or concerns. Strives to improve service performance. Ensures recognition is taking place across areas of responsibility. Additional Responsibilities Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Analyzes information and evaluating results to choose the best solution and solve problems. Assists servers and hosts on the floor during meal periods and high demand times. Recognizes good quality products and presentations. Supervises daily shift operations in absence of Assistant Restaurant Manager. Oversees the financial aspects of the department including purchasing and payment of invoices. .

Experience: - (7+) Years (minimum 3 yrs in cloud/Software services/ managed service) Qualification: Any Graduate and Post Gradate Job Description: Develop a strong presence within territory with both customers and partners Drive revenue and deliver quarterly target numbers. Build and manage relationships with enterprise and mid -market customers Qualify opportunities and build business pipeline Understand customer problems and work with technical team to build solutions. Presentation of solutions to Senior Management in customer organizations. Commercial negotiations and close orders for products and services Work closely with partner organizations and build joint go to market strategy and execute the strategies. Desired Candidate: 8+ years in sales majorly in Domestic sales in Cloud Solutions/ Software/ IT Solutions/ Software (SaaS) Experience of services selling like Managed Services or Software services Track record of meeting the quota numbers from year-on-year Strong knowledge of cloud solutions - preferably AWS, Azure, Google or Managed Hosting vendors. Fundamental knowledge of IT architecture preferred. Consultative or solution selling experience of 3-4 years. Experience selling Enterprise software, IT solutions, Software ( SaaS ) etc. Engage with strategic alliance partners to drive mutually beneficial revenue opportunities Significant experience with face-to-face presentations to executive level decision makers Show consistent success with a maintaining and building client relationships within an enterprise account base Experience creating and developing long-term client relationships Evidence of high performance, entrepreneurial spirit and team player

HR SOLUTIONS EXPERT- OVERALL PURPOSE OF THE ROLE As a vital member of the Digital Services organization, the HR Solutions Expert within the Support Functions Business Solutions Architecture team plays a pivotal role in overseeing the landscape of HR solutions used globally at Alstom. This position entails managing solutions and services in the domain, actively engaging in projects for solution delivery, ensuring compliance and adherence to cybersecurity and privacy standards and providing ongoing support. RESPONSIBILITIES Manage the architecture of HR solutions, including documentation, blueprint maintenance, and solution interface definition. Provide guidance to run teams and collaborate closely with HR teams, IT business partners, and, when necessary, assist in negotiations with local unions. Support day-to-day activities by managing changes and evolutions through a robust release management process, and handle obsolescence. Collaborate with support management and external partners to ensure effective support and maintenance of solutions. REQUIREMENTS Bachelors degree in Computer Science, Human Resources, Business Administration or a related field. Relevant experience in HR , HRIS and/or IT governance. Proficient in writing comprehensive documentation and maintaining blueprints. Strong understanding of release management processes and system architecture. Strong analytical and problem-solving skills. Excellent communication and collaboration skills. Ability to work independently with minimal supervision and collaboratively with cross-functional teams and external partners. Knowledge of HR information systems, data management, global payroll and compliance regulations, and/or payroll software. Experience or exposure working with SAP SuccessFactors, ServiceNow, ADP, UKG/Kronos and/or other time management and payroll software is highly desirable. Familiarity with works council negotiations and compliance regulations. Experience in handling obsolescence and implementing system updates.

Roles and Responsibilities Provide advisory services to customers on automobile service, warranty management, and after-sales support. Manage customer queries and concerns related to vehicle maintenance, repairs, and servicing. Coordinate with workshop teams to ensure timely completion of tasks and delivery of high-quality services. Maintain accurate records of customer interactions, sales transactions, and inventory management. Ensure compliance with company policies and procedures. Desired Candidate Profile 0-5 years of experience in a similar role or industry (automobiles/auto components). Strong knowledge of automobile service management processes and practices. Excellent communication skills for effective interaction with customers and team members. Ability to work independently with minimal supervision while maintaining attention to detail.

Lead HVAC service team, plan & assign jobs, ensure timely & quality service, handle escalations, manage AMC/warranty, track inventory & tools, maintain service records, ensure compliance, and coordinate with sales, projects & accounts teams. Required Candidate profile Min 2–3 yrs in HVAC industry, strong tech & leadership skills, can read drawings/manuals, MS Office & reporting tools. B2B & ERP/CRM experience preferred.

ServiceNow DevOps Expert to lead the charge in transforming our IT automationand service management capabilities In this role, you will be the visionaryand technical authority for all things ServiceNow within our DevOps ecosystem Your deep expertise in ServiceNow development, automation, and integration,particularly with tools like Ansible for configuration management and ServiceNow monitoring tools (including integrations with Prometheus), will be instrumental in optimizing our workflows, enhancing collaboration, and drivingefficiency across the entire software development lifecycle

Auric Motors is looking for Service Manager to join our dynamic team and embark on a rewarding career journey Team Management: Oversee a team of service technicians, coordinators, and support staff Provide leadership, guidance, and mentorship to ensure efficient and effective service operations Set performance expectations, conduct regular performance evaluations, and provide feedback to team members Service Delivery: Ensure the timely and successful delivery of services to customers Coordinate service requests, assign tasks to technicians, and monitor progress to ensure customer satisfaction and adherence to service level agreements (SLAs) Customer Relationship Management: Build and maintain strong relationships with customers by understanding their needs, addressing concerns, and ensuring exceptional service delivery Act as a point of contact for escalated customer issues and work towards resolution Service Planning and Scheduling: Plan and schedule service activities, including preventive maintenance, repairs, and installations Coordinate with customers, technicians, and suppliers to optimize service delivery and minimize downtime Resource Allocation and Inventory Management: Allocate resources, including technicians, equipment, and parts, to ensure efficient service operations Manage inventory levels, order parts and supplies as needed, and maintain accurate records of stock and usage Quality Assurance: Monitor service quality and ensure adherence to established standards and procedures Implement continuous improvement initiatives to enhance service delivery, efficiency, and customer satisfaction Conduct regular audits or inspections to identify areas for improvement Financial Management: Manage service budgets, monitor expenses, and implement cost control measures Analyze financial data, such as service revenue, profitability, and expenses, to identify opportunities for revenue growth and operational efficiency Training and Development: Develop and deliver training programs to enhance the technical skills and knowledge of service technicians Stay updated with industry trends, new technologies, and best practices in service management Provide coaching and professional development opportunities to team members Safety and Compliance: Ensure compliance with safety regulations and company policies Promote a culture of safety and ensure that service technicians adhere to safety guidelines and use appropriate personal protective equipment (PPE) when performing their duties Reporting and Documentation: Prepare and present service performance reports, including key performance indicators (KPIs), customer satisfaction metrics, and financial performance Maintain accurate documentation of service activities, customer interactions, and equipment service histories

B.E. / B.Tech / MCA Relevant Experience : Managed Services, Delivery Management, KPI, PL, Project Management Ensure the effective delivery of services to clients by managing resources, processes, and service delivery teams. Monitor and report on key performance indicators (KPIs) and service-level agreements (SLAs), ensuring performance is in line with agreed expectations. Act as the primary point of contact for clients regarding service-related issues, incidents, and escalations. Coordinate with other internal teams (technical, operations, etc.) to ensure service delivery meets client requirements. Develop and maintain strong relationships with key client stakeholders. Proactively communicate with clients to ensure they are satisfied with services and to identify areas for improvement. Conduct regular service reviews with clients to understand their needs and ensure continuous improvement. Manage, lead, and develop the service delivery team, ensuring they have the necessary skills and resources to perform effectively. Conduct performance reviews, provide training, and ensure alignment with the company's goals.v Foster a collaborative and customer-focused culture within the service delivery team. Identify areas for improvement in service delivery processes and drive changes to enhance efficiency, quality, and client satisfaction. Work with internal teams to improve operational practices and ensure continuous service improvement (CSI). Monitor the service delivery budget and ensure that services are delivered cost-effectively without compromising on quality. Allocate resources effectively across different projects and tasks to meet client needs and timelines. Strong understanding of IT services and delivery frameworks (e.g., ITIL). Excellent communication and interpersonal skills. Problem-solving and analytical skills. Strong leadership abilities, with experience managing cross-functional teams. Ability to manage multiple priorities in a fast-paced environment. Experience with project management tools and service management software. Proficiency in Microsoft Office Suite and reporting tools.

Business Development & Operations Heading the Regional Service and Parts function Monitor and handhold dealer green field project establishment activity in coordination with DD, Sales and Service CFT ,so as to ensure desired infrastructure with all CI norms for providing industry best customer service experience. Implement and maintain Aftersales service standards across network. Conduct annual Standard and Service Core Process audit Ensuring level of customer satisfaction provided by the network. Enhance and monitor quality and timely provision of customer services Manpower recruitment and training at the dealerships Formulate and implement customer retention strategies Manage customer and dealers for After Sales needs across the region Market benchmarking and support in Industry first customer centric processes

Department: Information Technology Employment Type: Full Time Location: India Description V3locity, Vitech’s cloud-native administration, engagement, and analytics platform, is a transformative suite of complementary applications that offers full life cycle business functionality and robust enterprise capabilities. It marries core administration with superior digital experience and augmented analytics. Its modular design enables flexible, agile deployment strategies. V3locity employs an advanced, cloud-native architecture that leverages the unique capabilities of AWS to deliver a solution with unparalleled security, scalability, and resiliency. Senior Manager– IT Service Management (ITSM) Location: Hyderabad - Hybrid We are seeking a dynamic and experienced IT Service Management (ITSM) leader to lead and enhance our global IT and Cloud operations. The ideal candidate will oversee core ITSM functions, including Service Desk, Incident Management, Problem Management, Change Management, and Service Request Fulfillment in a 24/7, fast-paced software product environment. This leader will play a strategic role in driving continuous improvement, implementing best practices in ITSM, and maturing overall service delivery practices. What you will do: ITSM: Define and drive the ITSM strategy aligned with organizational goals and customer satisfaction. Lead and develop the ITSM function, including Service Desk, Incident, Problem, and Change Management teams based out of our Hyderabad Office. Drive adoption and maturity of ITIL practices across the IT organization. Service Desk Operations: Oversee global service desk operations, ensuring high-quality and timely technical support. Establish and monitor SLAs, KPIs, and customer satisfaction metrics. Ensure timely delivery of customer monthly SLA reporting, leveraging tools like New Relic. Manage on-call rotation for all Service Teams using tools like PagerDuty. Incident & Problem Management: Lead major incident response and communication processes, ensuring minimal impact and quick resolution. Drive root cause analysis, problem identification, and long-term resolution strategies. Maintain high availability and performance of business-critical services. Change & Release Management: Establish and govern change control procedures ensuring safe, secure, and timely releases. Collaborate with DevOps and engineering teams to align change processes with agile product development/deployment/releases. ITSM Tools & Reporting: Own and optimize the ITSM platform (e.g., ServiceNow, Jira Service Management). Own and deliver our monthly client SLA reporting cadence to customers Deliver regular operational reports, dashboards, and executive summaries leveraging Jira Service Management. Identify and implement continuous improvement opportunities based on data insights. Governance & Compliance: Ensure compliance with internal policies, external regulations (e.g., ISO, SOC2), and audit requirements. Maintain clear documentation and process alignment with industry standards (ITIL v4, COBIT). Team Development & Leadership: Lead, mentor, and develop a high-performing team of ITSM professionals. Foster a culture of accountability, collaboration, and service excellence. Manage vendor relationships and third-party service providers as needed. What We're Looking For: 12–15+ years of ITSM experience, with 5+ years in a Service Management role. Proven experience managing global service desk operations and ITIL processes in a product or SaaS environment. ITIL v4 certification; certifications in Agile/Scrum, COBIT, or PMP are a plus. High-level Technical knowledge / certification in AWS Cloud or other clouds. Hands-on experience with ITSM tools like ServiceNow, Jira Service Management, or similar. Working experience with tools in the Monitoring and Service Management space like New Relic, PagerDuty, Honeycomb, Splunk, etc.. Proven experience managing the incident lifecycle, problem, and change processes. Excellent communication, stakeholder management, and crisis management skills. Experience working with global teams across time zones. Prior experience in a software product or SaaS company is highly desirable. Strong business acumen and ability to align IT services with organizational goals. Able to work in shifts and lead the team technically to manage the tasks/issues that arise in the shift. Join Us at Vitech! At Vitech, you’ll be part of a forward-thinking team that values collaboration, innovation, and continuous improvement. We provide a supportive and inclusive environment where you can grow as a leader while helping shape the future of our organization.

Position Overview: The Research Analyst will support the ordering and delivery of various Compliance investigative and intelligence cases contracted by Diligent clients through a dedicated central contact location. Candidates should have a customer-centric focus and be able to partner with internal business partners in our sales, customer success, and production teams ensuring an efficient and accurate process. This is a highly visible role that will partner with the internal teams to ensure customer orders are accurately represented and delivered in a timely manner. The analyst may also participate in cases undertaken for our Managed Services clients to include review and adjudication of Global Database Check and Media Monitor results as well as other investigative and client contracted administrative projects as assigned. This position will report directly to a Due Diligence Senior Project Manager within the Managed Services Group (MSG). Key Responsibilities Conduct analysis of information identified to ensure adherence to Diligent guidelines with respect to the type of Managed Services investigative product to which it applies, including regulatory compliance and other specific analysis which may be tasked. Conduct online research using various open source, publicly available sources in support of investigative and intelligence cases undertaken for our clients to include review and adjudication of Global Database Check and Media Monitor results. Fact check and reconcile information for accuracy and clarity to ensure quality control of deliverables, as directed by Diligent supervisors and/or management personnel. Upon assignment, complete administrative tasks for specific Client projects ensuring quality in all deliverables. Required Experience/Skills: Bachelor’s degree or equivalent business experience with required skills preferred. 0-3 years experience required Fluent in English and any other language is good to have Superior attention to detail in reviewing data. Able to work independently with analytical focus. Demonstrated good business judgement based on thorough research. Demonstrated ability to manage workflow to goals and timetables. Preferred Experience/Skills Passion for customer service both internal and external. Commitment to quality in work product.

Define and implement enterprise-wide technology resilience strategies that align with business objectives and regulatory requirements. Develop risk-based resilience roadmaps for IT services, applications, and infrastructure, prioritizing areas with the highest business impact. Establish a Resilience-by-Design approach, embedding resilience into architecture, development, and operational processes. Lead cross-functional resilience governance initiatives, ensuring clear roles, responsibilities, and accountability across IT and business teams. Drive the adoption of proactive resilience engineering practices, including chaos engineering, fault tolerance, and self-healing architectures. Ensure alignment between resilience, cybersecurity, and operational risk management frameworks to create a unified resilience approach. Map end-to-end business service chains to identify critical technology dependencies, failure points, and cascading risks. Conduct business impact analyses (BIA) to assess the resilience of IT services supporting key business functions. Work with enterprise architects to evaluate technology stacks, integration points, and dependencies affecting resilience. Design alternative workflows, redundancy mechanisms, and failover strategies to reduce service downtime. Partner with third-party vendors and cloud service providers to assess resilience capabilities and ensure compliance with resilience standards. Apply Failure Mode and Effects Analysis (FMEA) to systematically identify, analyze, and mitigate potential failures across IT systems and business processes. Assess risks based on Severity (S), Occurrence (O), and Detection (D), calculating Risk Priority Numbers (RPN) to prioritize mitigation efforts. Collaborate with IT engineering and operations teams to implement failure prevention measures, rapid detection, and automated recovery mechanisms. Use predictive analytics and continuous monitoring to detect early warning signs of system failures and minimize business impact. Ensure compliance with operational resilience regulations such as DORA (Digital Operational Resilience Act), FCA/PRA Operational Resilience, Basel III, NIST, ISO 22301, FFIEC, GDPR. Develop resilience compliance roadmaps, ensuring that technology and business services meet evolving regulatory expectations. Define and track resilience Key Risk Indicators (KRIs) and Key Performance Indicators (KPIs) to measure effectiveness and report to senior leadership. Partner with risk, compliance, and audit teams to prepare for regulatory reviews and demonstrate resilience capabilities. Provide Board and executive-level reporting on technology resilience risks, challenges, and strategic initiatives. To be successful in this role, you should meet the following requirements: Enterprise Architecture Resilience: TOGAF, cloud-native resilience patterns, event-driven architectures Technology Risk & Resilience Frameworks: Failure Mode & Effects Analysis (FMEA) Resilient IT & Cloud Architectures: Active-active/active-passive failover, circuit breaker patterns, eventual consistency Business Service Chain Mapping: Dependency analysis for operational resilience Regulatory Compliance: DORA, FCA/PRA, FFIEC, GDPR, Basel III operational resilience standards Strong stakeholder engagement across technology, risk, compliance, and business teams Ability to translate complex resilience requirements into actionable technical strategies Problem-solving mindset with experience in managing high-impact technology incidents Strategic thinking to align resilience initiatives with business goals

Some careers shine brighter than others. If you're looking for a career that will help you stand out, join HSBC, and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further. HSBC is one of the largest banking and financial services organizations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realize their ambitions. We are currently seeking an experienced professional to join our team in the role of Sr. Associate Director Software Engineering Key Responsibilities: Leadership and Strategy Lead the technical aspects of delivering against our strategy for monitoring, alerting across the bank s technology estate. Deliver and align our monitoring capabilities to our comprehensive Observability roadmap aligned with enterprise reliability, risk and regulatory objectives Champion a proactive monitoring culture that prioritises availability, performance and service stability across all tiers of the tech stack Align our detection capabilities closely with our Monitoring controls Improve upon our Detection timelines to eventually drive down MTTR on disruptive and non-disruptive incidents Oversee the implementation and continuous improvements of our monitoring, alerting and event management platforms and tooling Ensure Real-timeTelemetry and intelligent alerting across critical banking platforms Align monitoring and alerting strategies with operational risk/resilience, compliance and auit requirements To be successful in this role you should meet the following requirements: bachelors degree in computer science engineering or related field. Experience: 15+ years of experience in engineering, service management, including at least 5 years leading large scalemonitoring/alerting in a regulated financial institution Hands-on experience in enterprise tools (AppDyanmics, BMC HOM, Splunk, OpenTelemetry etc) Familiarity with cloud-native monitoring Understanding of operational risk management, incident response,, and business continuity in the banking context Strong communication and stakeholder management skills including interaction with CIO, Service Management, risk, compliance and audit teams Deep appreciation of the importance of stability, resilience, and regulatory compliance in banking operations A passion for engineering excellence ad service reliability

We are looking for a skilled FSM Developer with strong background in Mobile App development to join our CDI Service Platforms team. This role will focus on building and enhancing mobile applications that support field service operations, with a particular emphasis on usability, performance, and offline capability. A strong plus for this position is previous experience with the FSM (Field Service Management like IFS, Microsoft, Salesforce, SAP or similar) platform, including customization, mobile workflows, and integration. The ideal candidate will bring deep cross-platform mobile development for Android & iOS expertise combined with domain knowledge in field service execution and technician enablement. About the CDI Experience Organization: The Consumer Direct Interaction Experience Organization is a Digital Product Organization responsible for delivering tech solutions to our end-users and consumers across both pre-purchase and post-purchase journeys. We are organized in 15+ digital product areas, providing solutions ranging from Contact Center, E-commerce, Marketing, and Identity to AI. You will play a key role in ensuring the right sizing, right skillset, and core competency across these product areas. What you'll do: Develop & Maintain the FSM Mobile app using React Native. API Integration- integrating APIs into mobile applications, including handling authentication, data parsing, and error handling. Collaborate with backend developers, UI/UX designers, and other team members across our Digital Product organization within CDI. Implement robust offline-first architectures, background sync, and performance optimizations. Optimize app performance and ensure responsiveness. Write clean, maintainable, and we'll-documented code. Troubleshoot and debug issues and provide timely solutions. Distribution of app to Mobile users. Ensure app quality through automated testing, performance tuning, and continuous integration practices. Be a part of Frontend development competency across CDI XO and actively contribute to the development practices, define and adopt shared component libraries and scalable front-end patterns that promote consistency and efficiency. You will be part of Field Service Management team having a combined responsibility of delivering solutions for end users involved in service operations domain. Who are you: Field Service Management Domain Knowledge is preferred with prior experience of IFS, Salesforce, Microsoft or similar FSM app. Must have 4+ years of experience and specialize in mobile development. You have strong React Native mobile application development experience and Integration with REST APIs (OData, APIMs) Typescript & JavaScript State management & caching CI/CD for mobile applications Database - SQL Server, MongoDB, Firebase Mobile Development Experience: Prior experience in mobile app development is essential, as it provides a foundational understanding of mobile-specific concepts and best practices with Android & iOS. Experience with Figma & Miro for feature collaboration. Deployment to App Stores: Experience with deploying mobile applications to Apple App Store and Google Play Store, including familiarity with the submission process, provisioning profiles, code signing, and release management. Proficiency in integrating APIs into mobile applications, including handling authentication, data parsing, and error handling. Version Control: Proficiency in using version control systems like Git for collaborative development and code management. You are collaborative with experience of interacting with Agile teams including product owners and design teams and have strong communication and problem-solving skills. You have technical or team leadership experience and are comfortable working with business stakeholders. Excellent communication and problem-solving skills, with a user-first mindset. Where you'll be: This is a full-time position, based in Bangalore, India Benefits Highlights: Flexible work hours and a hybrid work environment Discounts on our award-winning Electrolux products and services Family-friendly benefits Extensive learning opportunities and a flexible career path

Lead the support team to ensure the successful delivery of service support to clients, maintaining high customer satisfaction levels. Oversee day-to-day operations of the support team, ensuring timely and effective resolution of customer issues, incidents, and requests. Develop, implement, and refine processes to improve the overall efficiency and quality of the support function. Act as the main point of contact for internal and external stakeholders regarding support-related matters. Monitor key performance indicators (KPIs) to ensure performance standards are met and exceeded. Coordinate with other teams (eg, development, product management, and sales) to resolve complex customer issues and improve service offerings. Foster a culture of continuous improvement, coaching, and development within the support team. Provide regular reporting to senior management on team performance, customer feedback, and ongoing improvement initiatives. Ensure the team adheres to SLAs (Service Level Agreements) and manages customer expectations effectively. Manage and prioritize resources across multiple support channels (email, phone, chat, etc) to meet business needs. Oversee escalation processes and ensure timely resolution of critical customer issues. Lead team meetings, conduct performance reviews, and drive employee engagement and retention initiatives. Qualifications: Professional level in English bachelors degree in information technology, or a related field, or equivalent experience. Proven experience (3+ years) in a leadership or management role in a support, service delivery, or operations team. Strong understanding of service delivery frameworks, including ITIL or other customer service methodologies. Experience managing and developing high-performance teams in a fast-paced, customer-centric environment. Excellent interpersonal and communication skills, with the ability to build relationships across various teams and stakeholders. Strong organizational and problem-solving skills, with a focus on operational excellence. Ability to manage multiple priorities, meet deadlines, and handle complex issues. Familiarity with customer support tools and systems (eg, ServiceNow, Zendesk, Jira). Experience with data analysis and reporting to monitor team and service performance. Preferred Skills: ITIL certification or other relevant service management qualifications. Previous experience working with cross-functional teams to deliver service enhancements. Knowledge of AGILE and/or LEAN is a plus Benefits: Professional development and training opportunities. A collaborative and inclusive work culture.

This role is critical to ensuring a seamless, secure, and cost-effective transition while maximizing business value from the service provider through strong governance, innovation, and continuous service improvements. The individual must also bring strong technical expertise to evaluate solutions, ensure optimal architectural decisions, and lead teams in a highly complex and evolving IT landscape. 15+ years of experience in IT Infrastructure, Compute, Storage, CloudOps, or Managed Services. Proven leadership experience in large-scale IT transitions, outsourcing strategies, and vendor management. Strong technical expertise in: Compute Storage Architecture Public/Private/Hybrid Cloud Platforms (AWS, Azure, GCP) Software-Defined Storage and Hyperconverged Infrastructure (HCI) IT Automation Infrastructure as Code (IaC) Disaster Recovery Business Continuity Planning Cybersecurity Compliance (ISO 27001, NIST, GDPR) Experience leading multi-million-dollar vendor contracts and partnerships . Track record of driving cost savings, operational efficiencies, and continuous service improvements . Strong knowledge of ITIL frameworks, automation, and service management best practices . 1 . Strategic Planning Transition Execution 2. Vendor Selection, Negotiation Strategic Relationship Management 3. Technical Expertise Architectural Leadership 4. Financial Cost Optimisation 5. Security, Compliance Risk Management 6. Governance, Performance Monitoring Continuous Improvement 7. Change Management Stakeholder Communication 8. Innovation Future Roadmap

This role is critical to ensuring a seamless, secure, and cost-effective transition while maximizing business value from the service provider through strong governance, innovation, and continuous service improvements. The individual must also bring strong technical expertise to evaluate solutions, ensure optimal architectural decisions, and lead teams in a highly complex and evolving IT landscape. 15+ years of experience in IT Infrastructure, Compute, Storage, CloudOps, or Managed Services. Proven leadership experience in large-scale IT transitions, outsourcing strategies, and vendor management. Strong technical expertise in: Compute & Storage Architecture Public/Private/Hybrid Cloud Platforms (AWS, Azure, GCP) Software-Defined Storage and Hyperconverged Infrastructure (HCI) IT Automation & Infrastructure as Code (IaC) Disaster Recovery & Business Continuity Planning Cybersecurity & Compliance (ISO 27001, NIST, GDPR) Experience leading multi-million-dollar vendor contracts and partnerships . Track record of driving cost savings, operational efficiencies, and continuous service improvements . Strong knowledge of ITIL frameworks, automation, and service management best practices . 1 . Strategic Planning & Transition Execution 2. Vendor Selection, Negotiation & Strategic Relationship Management 3. Technical Expertise & Architectural Leadership 4. Financial & Cost Optimisation 5. Security, Compliance & Risk Management 6. Governance, Performance Monitoring & Continuous Improvement 7. Change Management & Stakeholder Communication 8. Innovation & Future Roadmap

About the job We are a global biopharmaceutical company focused on human health. Our purpose is to find treatment to fight pain and ease suffering. We combine breakthrough science and advanced technology to develop life-changing medicines and vaccines. What you will be doing: At Sanofi, our Cyber Security team plays a crucial role in developing trust in our digital activities. We provide cutting-edge security services to mitigate cyber risks that could threaten our customers, employees, shareholders, products, and processes. As one of the key enablers of Sanofis digital ambition, were at the forefront of expediting value creation through innovative and optimized computerized capabilities. Our global Cyber Security organization operates consistently at Sanofis scale, addressing any cyber challenge or threat against the company across all corporate and business entities. Our reach extends to our external stakeholders, ensuring comprehensive protection in an increasingly interconnected digital landscape. What you have to know about this opportunity Job title : Cyber Security Expert Compute Location: Hyderabad, INDIA Grade: L3 Hiring Manager: Jerome Lahalle 40% Remote working Job type: Permanent Full time Are you ready to contribute to our Cyber Security journey within a worldwide and innovative global healthcare company devoted to chase the miracles of science to improve people s lives? The Cyber Security contribution to this noble mission is to ensure that this purpose will never be endangered by Cyber threats. Comprising around 85+ employees, we are a global, multidisciplinary and diverse team committed to supporting and enabling digital transformation with trust. A keen sense of excellence, creativity and a data-driven mindset are our guiding principles. Sanofi is also a company where you can flourish and grow your career, with countless opportunities to explore, make connections with people, and stretch the limits of what you thought was possible. Ready to get started? Main responsibilities: We are looking for a Cyber Security Expert with a robust real world technical and operational experience motivated to delve into and implement cutting-edge cyber security solutions and strategies to constantly improve and sustain our security posture. The Cyber Expert for Compute scope is pivotal in strengthening sanofi security posture through driving, supervising and implementing the security measures of all server instances, both on-premises and in the cloud. Keys responsibilities include: Managing Server Security Compliance Standards: Collaborate with Server and Cyber Security teams to define and establish security rules for all standard platforms. Regularly review and update OS hardening settings in accordance with NIST 800-53 / ISO 27001 standards for all operating systems. Maintain the list of mandatory security agents in coordination with other cyber teams (Antivirus, EDR, Compliance App, Whitelisting solutions, ). Oversee access management rules for servers (Privilege Access Management, segregation of duty, least privilege principle, ). Contribute to definition and improvements of patch management policy and process Own the System Security Standard policy. Providing KPI measurements: Identify and sponsor security KPIs and dashboards to assess and reach excellence on the compliance level of all servers. Adjust KPI measurement rules and compliance level targets. Review and approve/deny exception requests in KPIs (ex. Monthly committee meeting KPI review and exception sessions). Following-up on non-compliance remediations and improvement plans: Lead Cyber operational governance with external support partner leveraging geographical proximity to enforce regular face-to-face interactions. Review Cyber non-compliances, analyze failures, advise or perform remediation steps. Assist and facilitate coordinating security remediations and improvements (ex. OS hardening, WINRM enablement, vulnerability remediation and reporting). Unlock any operational impasse by taking the lead in executing the implementation of cybersecurity measures globally. Leading Server Security Expertise: Trusted advisor for all server security matters within the organization (Infrastructure projects, Security/Vulnerability Operations Center, Audits, ). Identify coverage gaps and facilitate proper service management coverage with Digital or remote organizations. The profile of the colleague we d love to work with: If you enjoy diving into complex technical topics, troubleshooting with hands-on on various technical contexts, exploring new technologies, working with multiple stakeholders and cultures, defining pragmatic and realistic plans that can be measured by real data metrics, you will find your dream job here. Technical qualifications Broad operational experiences on multiple cyber security domains with a focus on server security as well as relevant foundations on cloud security. Servers administration and technical security skills for Windows and Unix/Linux OS. Experience with Ansible, Python and PowerShell. Non-Technical qualifications High level of autonomy while collaborative and well-organized with the ability to structure plans effectively. Ability to work with diverse stakeholders in an international environment. Good analytical skills with a risk-based approach. Pragmatic and action-oriented (be a doer as opposed to a theorist only). Curious and enjoys digging into technical topics. Able to take a step back to see the big picture. Strong ability to adjust and adopt strategy and priority changes. Excellent verbal and written communication skills in English. Why choose us? Opportunity to work on global, high-impact projects that directly contribute to Sanofis digital transformation. Collaborative and innovative work environment that encourages continuous learning and professional growth. Chance to be at the forefront of cyber security in the pharmaceutical industry. Competitive compensation and benefits package. Global exposure and the potential to make a significant impact on healthcare through technology. Join us in our mission to protect and enable Sanofis digital future. Your expertise will directly contribute to safeguarding breakthrough medicines and vaccines that improve peoples lives around the world. Bring the miracles of science to life alongside a supportive, future-focused team. Discover endless opportunities to grow your talent and drive your career, whether it s through a promotion or lateral move, at home or internationally. Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact. Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks gender-neutral parental leave. Opportunity to work in an international environment, collaborating with diverse business teams and vendors, working in a dynamic team, and fully empowered to propose and implement innovative ideas. Pursue Progress . Discover Extraordinary .

Analyse the technical complaints of the vehicle in the field.Rectify defects in vehicles / overhaul aggregates.Maintain and handle internet based warranty.Ensure implementation of service processes at channel partners.Development of secondary channel.Feed back on companys as well as competitors products.Training of service managers.Work out special service support for strategic customers with channel partners.Ensure execution of spare parts order by all channel partners for sufficient inventory and for meeting spare parts target.Secondary network for spare parts sales.Guide channel partners for manpower/facilities/equipment optimisation.Ensure profitability of workshops of channel partners.MIS on service.Spare parts inventory management.Manging service gaurantee at the dealership.Monthly visit to ASC and monitor his performance along with ASC coordinator.Service camps on monthly basisc.Monthly visits to customer and update M Response data Preferred Industries Education Qualification Diploma in Engineering; Bachelor of Engineering; Diploma in Engineering in Mechanical General Experience 5 years and above Critical Experience System Generated Core Skills Customer Sensitivity Service Orientation Service Management System Generated Secondary Skills Consumer Focus Dealer Relationship Management Service Planning

fleetx.io is looking for National Service Manager to join our dynamic team and embark on a rewarding career journey Oversee service operations across all regions Ensure customer satisfaction and SLA adherence Manage field teams and optimize workflows Implement service improvement initiatives

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We re looking for people who are determined to make life better for . This role typically involves strategic planning, identifying service optimization and automation opportunities, change management, and leadership skills. The IT Service Transformation Lead plays a critical role in ensuring that IT services are not only aligned with current business needs but are also capable of supporting future growth and innovation. This involves a holistic approach to change management, technology implementation, and process improvement. This position has global responsibilities and reports to the Special Project Execution lead, based in India. Travel will be required and flexibility to work across time zones with people from many cultures is required. This position leads a group of transformation specialists for process optimization and workflow management, in-depth analysis of existing business processes and defining to-be state, developing new process designs or re-engineering existing ones to streamline operations and achieve desired goals, partnering with tech and other teams on automation. Primary Responsibilities: Accountable for creation and execution of a comprehensive strategy for transforming the insourced IT services to align with business objectives in partnership with multiple stakeholders. Define a clear path for IT service transformation, including specific, measurable goals and outcomes for each engagement and service area to be insourced in partnership with vendors and global service engagement teams. Strive to achieve minimum 50% resource efficiency post service transformation. Leads a team of Transformation specialists for process optimization and workflow management. Conducting in-depth analysis of existing business processes. Identifying and addressing any barriers related to service optimization. Developing new process designs or re-engineering existing ones to streamline operations and achieve desired service outcomes. Partnering with technology teams on service automation. Be the champion for hype-automation via elimination and simplification of the to be processes using AI and other modern tools/technologies. Ensure process reliability and sustainability in the To-be state. Develop and manage detailed plans for implementing IT service changes, including timelines, resources, and stakeholders. Manage Resistance: Identify and address resistance to change, using effective communication and engagement strategies. Understand stakeholders across different workstreams and ensure cross-integration of stakeholders is well knitted in the new proposed solution and ensure buy-in for transformation initiatives. Communicate Success metrics with stakeholders and the LCCI IT Leadership Team. Assess and select new technologies and tools that support the transformation of IT services. Lead the implementation of new technologies, ensuring they are integrated smoothly with existing systems and processes. Foster a culture of innovation, encouraging the team to explore new ideas and approaches for improving IT services. Implement Best Practices: Identify and implement industry best practices for IT service management and transformation. Ensure that the transformation initiatives improve the user experience and meet the needs of end-users focusing on critical quality areas impacting the related transformation. Drive adoption. Setup team to Measure Customer Satisfaction: Track and improve customer satisfaction with IT services. Ensure execution of OCM plan, as a part of the overarching project plan. Educate the team on all quality, process and scrum methodologies. Ensure Lilly information assets are protected. Minimum Qualification Requirements: Bachelor s/master s degree in computer science Ability to think strategically and develop long-term plans for IT service transformation. Experience in using automation tools. Deep understanding of IT infrastructure, applications, and service management frameworks (e.g., ITIL) 15+ years experience leading service delivery Working experience with multinational companies Good international communication skill (written and verbal). Demonstrated leadership skills and effectiveness in the areas of influence, team leadership, articulating and taking a position, negotiation, and conflict resolution. Experience in delivering substantial transformation initiatives. Other Information/Additional Preferences: Experience with Critical Chain and/or Agile project management methodologies Demonstrated track record of successful execution of complex projects Demonstrated effective stakeholder management Ability to manage (sometimes conflicting) priorities Ability to work in teams of teams structure and lead team members sometimes without authority. Ability to work within a budget and direct multiple projects Good analytical skills and able to lead service teams in ambiguity . .