Track Lead - ServiceNow, IT Service Management

Job Summary

Process Lead

Key Responsibilities

SIAM Process Manager – Managed Services (Operations) This is a SIAM Managed Services (Operate) position, and we are looking for candidates with prior experience in Process operations handling more than one processes as a process manager, and technology operations like infrastructure, applications etc Role - The SIAM Service Integration and Operational Integration Process Manager The role involves driving service integration process management and service integration – operational integration activities in multi-supplier ecosystem. The selected candidates will be required to learn SIAM and undergo series of trainings related to SIAM, ITSM within first 3 months of joining. SIAM Operate Process manager would be responsible for working on minimum 2 Process Areas listed below: SIAM Incident Manager SIAM Problem Manager SIAM Change Manager SIAM Knowledge Manager SIAM Asset and Configuration Manager SIAM Release Manager SIAM Availability Manager SIAM Capacity Manager SIAM Service Request Catalog SIAM Performance Reporting Key Responsibilities: Must understand the overall setup of IT Services and roles played by various Service Providers. Understand the SIAM Architecture and responsible to ensure regular maintenance, management, and enhancements to same Establish and maintain strong, productive, and collaborative relationships with the Service Providers. Understand business drivers, customer strategy and act as a face of the customer to the Service Providers. Identify automation and orchestration opportunities to achieve better outcomes, and map them to customer’s strategic objectives Identify potential risks proactively and highlight with Customer & Service Providers for timely mitigation. Ensure performance reports are published, analyze the root cause of performance shortfalls against committed SLA performance targets and tracked KPIs to initiate improvements. Perform gap assessment with respect to industry standards and ITIL guidelines, drive improvements based upon gaps identified. Should be willing to act as secondary in process areas in running operational activities. Should understand Requirement gathering, preparing Functional requirement specifications (FRS), develop Test cases and drive testing. Must understand the Supplier SOWs and ensure suppliers are delivering work as agreed in SOW. Build the SIAM Target Operating Model, align roles, interfaces with the relating functions. Analyze, understand, and continuously manage interdependencies within the Service Providers for smooth Operations. Establish and maintain strong, productive, and collaborative relationships with the Service Providers. Handle Dispute Management and Escalation Management to ensure smooth Operations. Identify potential risks proactively and highlight with Customer and Service Providers for timely mitigation. Ensure performance reports are published, analyze the root cause of performance shortfalls against committed SLA performance targets and tracked KPIs to initiate improvements. Setup required Governance to ensure process and operations performance is reviewed at various levels e.g., Operations resources, Process Managers, Process Owners, Service Delivery Managers across Service Providers, at an agreed frequency e.g. Daily, Weekly, Monthly, Quarterly. Regular review of CSAT, SLAs, OLAs and underpinning contracts. Ensure regular monitoring of SLAs and intervention if SLAs are endangered. Convenes the board with representatives of relevant processes, services, operations management, and the customer. Reviews and agree on current performance levels and trends. Ensure Process Compliance, Adherence and Maintenance of Service Management Process and Tools. Govern the Continual Service Improvement in conjunction with customers\' strategy and drive it across Service Providers. Track and Report CSIs across Providers. Leads the SIAM Respective Process Tower and drives its efficiency and effectiveness. Mentors SIAM team, define

Skill Requirements

 ITSM Process Lead

Other Requirements

Experienced in ITSM Process Management