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Sr Manager - Service Management

Sr Manager - Service Management

Alstom

12 - 17 years

13 - 18 Lacs

bengaluru

Posted:1 day ago| Platform:

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Skills Required

service management itil framework procurement change control processes finance project management problem management change management itil certified it operations servicenow service delivery incident management uipath itil agile methodology

Work Mode

Work from Office

Job Type

Full Time

Job Description

Key Responsibilities

Automation Strategy & Execution

Design, implement, and manage automation solutions across IT operations to improve service delivery and reduce manual effort.
Collaborate with cross-functional teams to identify automation opportunities and develop scalable solutions.
Evaluate and integrate automation tools and platforms (e.g., ServiceNow, UiPath, Power Automate, etc.).
Monitor and report on automation performance metrics and ROI.

Service Request Management

Oversee the end-to-end lifecycle of IT service requests, ensuring timely and quality resolution.
Optimize workflows and SLAs for service request fulfilment.
Drive continuous improvement in service request processes through data analysis and stakeholder feedback.
Ensure compliance with ITIL standards and best practices.

People Management

Lead and mentor a team of automation engineers and service request analysts.
Foster a culture of accountability, innovation, and continuous learning.
Conduct regular performance reviews, set goals, and support career development.
Manage team capacity, resource allocation, and succession planning.

Stakeholder Engagement

Act as a liaison between IT operations and business units to align automation and service request strategies with organizational goals.
Communicate effectively with senior leadership, providing updates on key initiatives and performance metrics.

Behavioural Attributes

Provide amazing experiences to both internal and external customers by seeing the big picture, understanding needs and tying them to results, and driving value
Demonstrate a positive mindset, high levels of character and integrity, and a keen awareness of continuous improvement
Advise and collaborate with others to develop strong, positive working relationships across all levels of the organization to drive success of projects and efforts
Offer creative, innovative, data-based solutions by focusing on forward progress and creativity, even when working through complex, often competing needs
Foster the highest level of commitment among our people through transparent communication about business challenges, successes and results.
Create an environment which encourages people to think, behave, take action, control work and make decisions autonomously to attain clear goals.
Take personal responsibility for making tough decisions, meeting commitments and ensuring expected results are achieved.

Required Experience

Demonstrable experience providing leadership and strategic vision within area of responsibility
Sound understanding of financial and procurement topics in a global context
Ability to manage supplier relationship through influence
Track record working with IT Executives, exhibiting composure, credibility, and technical acumen
Experience in ITIL Foundations with subject matter expertise in Event, Incident, Problem, and Change Management processes
Strong analytical skills with the ability to synthesize the ecosystem and relationships of various IT technologies for the delivery of business services
Detail oriented, knowing how to drive change to promote order, control and consistency into an Operations environment
Communication Proficiency.

Qualifications:

Bachelors or Masters degree in Computer Science, Information Technology, or related field.
12+ years of experience in IT operations, with at least 5 years in a managerial role.
Proven experience in automation tools and service management platforms.
Strong understanding of ITIL framework and service management principles.
Excellent leadership, communication, and interpersonal skills.
Ability to manage multiple priorities in a fast-paced environment.

Preferred Skills:

Certifications in ITIL, PMP, or automation platforms.
Experience with Agile methodologies.
Strong analytical and problem-solving skills.
Change management and stakeholder engagement experience.

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