Edgeverve - ITSM Service Delivery Lead

ITSM Service Delivery Lead

Job Role& Responsibilities :

- Product & Solution Development - Lead the product & solution development to put together comprehensive ITSM market offering leveraging the EdgeVerve AI Next Platform and partner offerings. This will include designing and implementing OEM strategy along with required Product/platform integrations. Drive the product backlogs and its prioritization.

- GTM Strategy - Design and develop GTM strategy, Value proposition, Sales pitch, battlecard, pricing Construct

- Implementation Strategy - Collaborate with partners from Infosys service lines and nurture EdgeVerve AI Next ITSM offering implementation CoE/practice team. This includes helping setup this team, continuous enablement, driving governance and ensuring collaboration across the deal lifecycle stages.

- Partner Management - Lead and govern the full lifecycle of partner management with ITSM core vendor.

Job requirement:

- Practical experience with ITIL processes like Incident Management, Problem Management, Change Enablement, Release Management, and Knowledge Management.

- Familiarity with leading ITSM platforms ServiceNow, Jira Service Management, BMC Helix etc. and their strengths/weaknesses.

- Familiarity with collaboration tools such as Slack, Microsoft Teams etc. and their integrations with ITSM

- Familiarity with SRE, continuous integration/continuous delivery (CI/CD) practices and their integration with ITSM processes

- Understanding of technology capabilities like AIOps, ChatOps, and the shift towards employee experience in ITSM.

- Awareness of specific AI/ML techniques in ITSM e.g., natural language processing for ticket categorization, anomaly detection for proactive problem identification, predictive analytics for resource optimization etc.

- Ability to develop a product vision that leverages AI/data/RPA to address key challenges in ITSM e.g., reducing MTTR, improving first call resolution, automating repetitive tasks.