Service Management Lead

Project Role : Service Management Lead
Project Role Description : Lead the delivery of programs, projects or managed services. Coordinate projects through contract management and shared service coordination. Develop and maintain relationships with key stakeholders and sponsors to ensure high levels of commitment and enable strategic agenda
Must have skills : Service Integration and Management (SIAM)
Good to have skills : Infrastructure Service Management
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education

Service Level Management Job Description The Service Level Analyst is accountable for creating and finalizing the Service Level Management Business Design. The Service Level Analyst is also responsible for defining and updating SLAs, reviewing and reporting on the agreed Service Levels and dealing with Complaints and Compliments. Key Responsibility This section details the operational activities that should be performed by individuals performing this role within the Service Level Management process. Activities Analyzes and Defines Service Level(s) Approves and Finalizes SLM Business Design Collects Data for Service Level Review Creates Service Level Reports Updates Dashboards Documents and Analyzes Complaints and Compliments Defines and builds solution to Complaints and Compliments Applies solution for Complaints and Compliments Finalizes Complaints and Compliments Meeting Requirements Internal review of Service Level Performance Meetings required during execution and review of Service Improvement Plan Meetings required to review Complaints and Compliments and evaluate their resolution Ad hoc meeting where required Reporting Requirements Contractually defined Service Level Performance report Periodic Service Level Relevance report Ad hoc reports as required Technical Experience: Self-confident, results-oriented, persuasive, and influential Excellent communication and interpersonal skills Service operations and management experience a plus Excellent Written and Verbal Communication Professional Experience: Bachelor's degree in Computer Science or related process experience, preferred 3+ years of experience with the ServiceNow IT Service Management tool, preferred 4+ years of experience as a process owner, preferred Proficient in rolling out methodologies, processes, standards and/or policies Minimum of ITIL foundation certification. More advanced ITIL certifications desired; must have strong ITIL experience in development and deployment of processes Proven track record of leading successful change across functional and organizational boundaries Educational Qualification: Bachelors degree (or geography equivalent) Business or technology preferred Additional Information (if any) Good To have - Certification on ITIL (V3) /ITIL Intermediate(preferably).