Enterprise Service Management

Job Description

Service Management | 6-9 years | Mumbai, Pune & Bangalore

1.           Executing end to end Process consulting projects based on ITIL V3/V4, ISO 20000 CMMI SVC models and frameworks

2.           Strategize and Design Services

3.           Lead and Manage Transition / Transformation programs

4.           Design ITOM, Define Governance, DevOps, Agile / SAFe

5.           Conducting process assessments and prepare gap analysis reports, Establishing Process Improvement Roadmaps, Process Definition with the help of Process

6.           Requirement Specification Document, Piloting, Development and institutionalizing the new process

7.           Drive Continuous Service Improvement programs using various methods and techniques

8.           Define measurement framework for SLAKPIs

9.           Facilitate integration of service management tools, processes and SLA KPIs

10.         Perform process and SLA KPI’s testing on service management tools

11.         Timely reporting of the status on the assignments to clients and stakeholders 

12.         Conducting ITIL training programs at all levels and active involvement in development and maintenance of training course materials

13.         Ownership of client engagements and quality deliverables

Primary Skills

1. Experience in defining ITIL processes

2. Should have executed end to end consulting assignment which includes Service Design, Gap analysis, Process Definition, implementation road map and auditing

3. Knowledge on Application and infrastructure Maintenance lifecycle and Transition

Secondary Skills

4. Experience in working directly with clients

5. Excellent communication, interpersonal & presentation skills

Skills (competencies)