ServiceNow_SMO_SIAM specialist

• Should have worked on designing, delivering and operation of ITSM & SIAM Projects.
• Should have had a Global Delivery role and have led and managed entire ITSM operations.
• Proficient in Supplier & Executive Stakeholder Management.
• Experience in process analysis and process optimization.
• Experience with operational processes according to ITIL.
• Experience in transformation of service management and service integration processes.
• Experience in Service Level Management, Contract Management and reporting analytics.
• Experience with using ServiceNow tool.
• Effective Vendor/Supplier Management.
• Outstanding analytical and conceptual skills for structuring complex issues
• Expertise in using business consulting methods and can apply them independently
• Is capable to transfer best practices, experiences and knowledge to others
• Communicates clearly, precisely, convincingly and appropriately to the situation
• Sovereignty in dealing with stakeholders in an intercultural and global project environment
• Problem solving and Decision-making skills

• Prepare an enterprise level strategic Service Management/ SIAM plan for the organization, identify and realize opportunities to improve, strengthen and add value to business.
• Connect with stakeholders (plants) during transition and transformation and look for opportunities to grow or maintain the business.
• Complete responsibility for managing metrics, quality, cost and deliveries in line with contracts.
• Take complete control/ownership for SD, SLM, Incident, Problem, Request, Change and Escalation processes (as per ITIL framework).
• Ensure high levels of performance in the above processes, accurate reporting and establishing service improvement activities when required.
• Monitor, control and support service delivery; ensuring systems, methodologies, process and procedures are in place and followed.
• Act as a point of escalation across the enterprise for operational process issues, leveraging relevant technical and business SMEs as needed.
• Identifies product and service development opportunities.
• Manage IT operations across infrastructure and applications.

Key Deliverables:

• Maintains strong working relationships with business and other operational teams to better understand their needs and to maximize internal stakeholder benefits
• Creates and Owns IT Service Management Roadmap encompassing all dimension - people, tools, process.
• Manage multi vendor environment