Technical Lead - Service Management - IT

Technical Lead - Service Management - L6 Level

Skill Requirement :

- 6 - 8 years working experience in Service Management (SLA's, Service Level Management and Service Reporting)

- Proficient in using Metrics to measure, analyze and model service delivery and drive continuous improvement to improve Service delivery.

- 5 years' experience in designing Service Delivery Dashboards, Service KPIs, performance analytics, ServiceNow reporting and ServiceNow administration experience

- Derive actions/initiatives by monitoring service delivery performance trend through Metrics/dashboard to drive efficiency

- Strong scripting skills with understanding of Service Now data model

- Good understanding of ITIL Processes

- Prior knowledge of End user services domain

- Excellent communication skills

- Strong analytic mindset and logical thinking capability

- Knowledge of Six Sigma methodology, CSI framework

- ITIL Certification is an added advantage

Responsibility :

- Responsible for creating ServiceNow dashboards, reports on key metrics, SLA Performance for service delivery (Incident, Problem, Change, Availability, Service requests and Service level Management)

- Responsible for analyzing data from multiple sources, producing trends, identifying area of improvement, and tracking actions to closure

- Responsible for identifying improvement to reporting quality, methods, and formats for increased business benefit by increasing quality and reducing cost of service delivery