SMO Professional

Job Description

Job Summary: We are looking for an experienced Service Management professional to join our team at Tech Mahindra. The ideal candidate will be responsible for overseeing and ensuring the effective delivery of IT services to our clients. You will collaborate with various teams to maintain high standards of service quality, monitor service performance, and drive continuous improvement efforts in line with service level agreements (SLAs) and business objectives. Key Responsibilities: Service Delivery & Operations: Manage the end-to-end service delivery process, ensuring that services are delivered on time, within budget, and meet quality standards. Client Interaction: Serve as the primary point of contact for clients regarding service-related issues, escalations, and concerns. Build and maintain strong client relationships. Service Level Management: Monitor and report on service performance against established SLAs, ensuring that agreed-upon KPIs are met. Take corrective actions as necessary to address service shortfalls. Incident & Problem Management: Oversee the resolution of incidents and problems, ensuring quick identification and resolution of service disruptions. Continuous Improvement: Lead initiatives for process improvements and best practices in service delivery. Collaborate with internal teams to identify and implement optimization opportunities. Reporting & Documentation: Prepare and present regular reports to senior management and clients, including service performance, status updates, and recommendations for improvements. Risk & Compliance Management: Ensure compliance with internal processes, security policies, and regulatory requirements. Qualifications: Bachelor's degree in Computer Science, Information Technology, or related field. Proven experience in Service Management, ITIL, or related areas in a technology-driven environment. In-depth knowledge of IT service management frameworks, particularly ITIL. Strong communication and interpersonal skills, with the ability to engage clients and stakeholders at all levels. Ability to manage multiple tasks and projects simultaneously, with a keen eye for detail and prioritization. Experience with tools such as ServiceNow, Jira, or similar service management platforms. ITIL certification (Foundation, Intermediate, or Expert) is highly desirable. Skills & Competencies: Strong analytical and problem-solving abilities. Excellent client-facing and stakeholder management skills. Project management skills with the ability to handle large-scale service management projects. Ability to work in a fast-paced, dynamic environment. Strong team collaboration and leadership capabilities. Additional Requirements: Willingness to work flexible hours, including weekends or after hours if needed, based on client needs or service issues. Ability to manage stressful situations and mitigate risks effectively. Travel may be required for client visits or service operations.