Responsibilities and JD in brief along with additional criteria to be considered (if any):
Key Role &
Responsibilities
(ITSM Process Manager)
- Responsible to drive seamless CFS, ITSM process governance and management for global clients spanning across varied industry verticals, geographies. Lead a team of min 5-10 ITSM process managers
- Act as a focal point for the respective process and ensure adherence and compliance to the CFS, ITSM process by all teams, groups and stakeholders involved
- Drive seamless CFS, ITSM process governance collaborating with all technical teams, groups and stakeholders involved in process execution, operations
- Facilitate periodic review meetings with client stakeholders to showcase CFS, ITSM process performance as per agreed frequency
- Collaborate, coordinate with customer suppliers, third party vendors and escalate as appropriate incase of significant delays, SLA breaches etc
- Drive continuous service improvements (CSI) initiatives to uplift the process performance and ensure seamless process execution
- Generate and publish the ITSM reports, dashboards for the respective process with client IT and business stakeholders
- Drive innovations to modernize the process governance and management with adoption and implementation of Gen AI, Agentic AI capabilities
- Responsible to spearhead cross functional services (CFS), IT service management (ITSM) engagements for global clients spanning across varied industry verticals, geographies. Lead a team of min 5-10 ITSM process managers
- Act as a single point of contact for customers and accountable for seamless delivery, operations for CFS, ITSM scope of work
- Liase with customer, internal and external stakeholders to successfully drive transition, transformation and steady state (BAU) operations as part of the engagement.
Mandatory
Skills & Relevant Experience
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- Prior experience in ITSM process governance roles (Core ITSM processes) for global clients
- Good knowledge of ITIL 4 practices, ITIL V3 process lifecycle operations, delivery
- Good interpersonal skills and client stakeholder management
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Professional
Certifications
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- ITIL Intermediate, Expert Certified
- SIAM Foundation
- Market leading ITSM product related certifications (if any)
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Evaluation
Criteria
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- Prior experience in ITSM process governance roles, operations
- Good knowledge on ITIL best practices
- Good communication skills, stakeholder & vendor management in multi-vendor evironment
- Client facing role and collaboration
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Key Role &
Responsibilities
(SIAM Lead – Offshore | SIAM Delivery-Focused / Tactical and Operational Role)
- Liase with onsite SIAM lead, internal and external stakeholders to successfully SIAM transformations, steady state (BAU) operations as part of the engagement, SIAM services in scope
- Manage SIAM BAU team, process managers to drive operational execution across all SIAM functions, services in scope
- Collaborate coordinate with all teams, third party vendors and escalate as appropriate in case of significant delays, SLA breaches etc
- Generate and publish SIAM reports, dashboards for the in scope SIAM process with client IT and business stakeholders as per agreed frequency
- Establish weekly cadence, schedule and conduct service level review and governance meetings with key client stakeholders
- Spearhead implementation, innovations to modernize SIAM process governance and management with adoption and implementation of Gen AI, Agentic AI capabilities
- Ensure that SIAM BAU team onboarded delivers SIAM services in scope for the client meets and delivers contractual obligations
- Ensure that the client is periodically updated, informed on latest technology trends, product and platform details liaising with internal teams, stakeholders for seamless adoption and implementation
- Account mining, proactively identify and explore upstream, downstream new business opportunities within the client management and add revenue growth.
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