Service Management Lead

Company Overview

Jio, a leader in the Media & Telecommunications industry, boasts over 400 million customers and a vast array of digital apps and services. With end-to-end 5G solutions, cloud-native platforms, and a sophisticated array of business support solutions, Jio is at the forefront of technological innovation. Headquartered in Navi Mumbai, Maharashtra, Jio is instrumental in propelling India's telecom landscape forward with cutting-edge solutions for consumers and enterprises.

Job Overview

We are seeking a Senior Service Management Lead to join our dynamic team in Mumbai. This role demands proficiency in incident management, change management, and service management. The ideal candidate will have a strong background in ITIL and problem management to drive efficient service delivery and management within our organization. This is a senior position that requires strategic thinking and leadership to optimize service operations and enhance customer satisfaction.

Qualifications and Skills

• Proven experience in incident management (Mandatory skill) with a strategic approach to resolving high-impact service issues promptly.
• Proficiency in change management (Mandatory skill) to effectively manage and implement change processes with minimal disruption.
• Strong expertise in service management (Mandatory skill) to oversee and improve governance, risk, and strategy in service delivery.
• Comprehensive knowledge of ITIL frameworks to ensure best practices are adhered to across all service processes.
• Experienced in problem management, using analytical skills to diagnose and prevent service outages and disruptions effectively.
• Excellent leadership abilities to drive and mentor a team towards achieving service excellence and customer satisfaction.
• Exceptional communication skills to liaise with stakeholders effectively and present service management strategies and reports.
• Strong organizational skills and detail-oriented to prioritize tasks and manage multiple projects efficiently.
• Ability to work in a fast-paced environment, adapting to changes swiftly and effectively.

Roles and Responsibilities

• Lead the service management team in developing and implementing effective incident and change management processes.
• Ensure service operations align with organizational goals and adheres to established ITIL processes and practices.
• Oversee identification and resolution of complex service problems, implementing long-term solutions to prevent recurrence.
• Establish and maintain positive relationships with stakeholders, managing their expectations and maintaining high customer satisfaction levels.
• Drive continuous improvement initiatives to enhance service management processes and customer engagement.
• Provide leadership during service escalations, ensuring timely resolution and communication to stakeholders.
• Monitor and report on performance metrics to evaluate the efficiency and effectiveness of service management strategies.
• Mentor and develop team members, fostering a collaborative and high-performance team environment.