Sucess factor Service Management

Job Description

Job Summary: The ideal candidate should have 7+ years of experience in the Service Management area with adequate understanding of SF HR modules.. This candidate would be performing in a role of Specialist-Service Management ensures the identification, documentation, and implementation of IT service requirements. Prior experience of working in mid/large size organization across geographies is strongly preferred. Key Responsibilities: • Work with the ITSM Service Manager to develop and document IT Incident Management policies, processes, and procedures based on ITIL standard methodologies to ensure the quality of operations. • Develop and implement IT service management strategies aligned with business goals. • Plan and manage the IT service portfolio to ensure it meets current and future needs. • Design new IT services or modify existing ones to improve quality and efficiency. • Ensure that service designs are consistent with architectural standards and business requirements. • Manage the transition of new or changed services into the operational environment. • Ensure that IT services are delivered effectively on a day-to-day basis. • Implement and oversee incident and problem management processes to resolve issues promptly. • Driving the efficiency and effectiveness of the incident/problem management process track and ensure KPI adherence • Identify opportunities, implement best practices and process improvements to enhance service delivery. • Manage relationships with third-party service providers to ensure they meet agreed service levels. • Monitoring of the tickets from service providers(providers), improve quality and suggest process improvements. • Responsible to deliver Customer/Management reporting as per the agreed timelines. • Ensure IT services comply with relevant legal, regulatory, and security requirements. • Responsible for quality review and adherence for operations team. • Coordinating interfaces between incident management and other service management processes. • Assurance of application operations according to agreed SLAs - Incident, problem and change management. • Constantly review incidents, Service requests ; to identify trends and opportunities for improvements Establish tools to improve the efficiency of the run processes as required. • KMDB- Knowledge Management data base, Training the new joiners on incident/problem mgmt. • Ensure IT services comply with DORA requirements and maintain documentation for audit reporting purposes. • Prepare and submit reports on operational resilience to relevant regulatory bodies. Internal Evaluate and manage risks associated with third-party service providers, ensuring they meet resilience requirements. • Conduct regular assessments of third-party compliance with DORA standards. • Develop and implement strategies to ensure the resilience of IT services against disruptions, cyber threats, and other operational risks. Your skills • University degree (Bachelor or equivalent) • ITIL Service Management • Reporting, Data Analytics • JIRA and Confluence • MS Office Suite • Excellent communication and presentation skills.