Director/Executive Director - IT Service Management

Looking for professional with following Experience ( IT Service Management and Delivery).

The major areas of the Service Management Leader, includes:

- Defines & manages ITSM operational balanced scorecard with process measurements that will demonstrate if the process is achieving the defined objectives in an effective and efficient way.

- Ensure that ITSM key metrics are effectively able to measure processes in terms of Compliance, Quality, Performance and Value.

- Designs and delivers service quality Improvement programs to address any shortfall from an operation and performance perspective.

- Ensure coordination and quality assurance of cross-functional capabilities.

- Measuring performance and driving continuous improvements in service management.

- Defining and maintaining standards for IT service management.

- Implementation, management and improvement of service management processes.

- Ensuring that governance, legal and financial interests are met in continuous operations.

- Ensuring that services are defined, that continuous service operation processes work in practice and that vendors are managed according to defined policies.

- Reviews and approves Service Management dashboards.

- Executes IT service management framework, governance processes, policies, standards and procedures to deliver quality IT services and improve execution effectiveness.

- Ensure standards meet and exceed the SLAs for assigned customers to comply and assure that all contracted/agreed service levels are achieved.

- Accountable for tools, templates and methodologies necessary to connect program/project teams with operational vendors.

- Strategizes to drive efficiency within existing processes

- Works with stakeholders to communicate ITSM vision, benefits and customer deliverables.

- Assessment of existing process areas and corresponding reports to identify and take action on areas of potential improvement.

- Builds reporting supporting existing and new process. Provide analytical functions to properly trend and assess data for use by team members and leadership.

- Engages and chair Service Governance Meeting for Service Management office & operations.

- Reviews performance trend and provide feedback to tower leads and Operations Service Managers.

- Oversees the architecting and delivery of end-to-end automated solutions which includes technical implementation of ITSM and ITIL processes, workflow customization, ticketing, process automation, report development and dashboard creation.

- Provides subject matter expertise and acts as ITIL process advocate to design, develop and implement ITIL processes.

- Performs/participates as a team member in ITSM assessment studies like CMMI to evaluate and improve existing practices and identify key operational measurements to use for process improvements.

- Leads the creation and execution of due diligence plans for new engagements.

Qualifications

Knowledge and Skills Requirements:

- ITIL certification.

- 10+ years in IT Service Management.

- Experience in managing Bi-modal IT processes to support Enterprise Digital Strategy.

- Demonstrated knowledge of information technology with IT solution design.

- Incident Management, Problem Management, IT Service Pricing, Stakeholder Management.

- ITIL Strategy Formulation, IT Continuity management, Configuration Management, Technical Change Management, Contract Negotiation, Vendor Management.

- Ability to communicate and build relationships outside IT.

- Working knowledge of effective vendor management.

- Knowledge of the business area supported (Customer Service, T&D, and Enterprise).

Experience:

- 8+ years of experience in IT Service Management, operational process support, remote operation and shared service centers

- Significant expertise in setting up and running of Managed Services / outsourced projects - key responsibility areas are Due Diligence, Service Transition, Steady state attainment and ongoing continuous improvement.

- Demonstrated people management experience.

- Should have managed a reasonably large team (25-40 FTEs) across locations in an onshore-offshore model.

- Required experience with SLA/KPI, ITIL V3.

- Experience leading distributed/virtual teams.

- Expertise in relationship building with different roles and level in the organization

Pavitra