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 : Infrastructure Service Management
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : Graduation

Summary: As a Service Management Lead, you will be responsible for leading the delivery of programs, projects, or managed services. Your typical day will involve coordinating projects through contract management and shared service coordination, developing and maintaining relationships with key stakeholders and sponsors, and ensuring high levels of commitment and enablement of strategic agenda. Roles & Responsibilities: - Lead the delivery of programs, projects, or managed services, ensuring adherence to timelines, budgets, and quality standards. - Coordinate projects through contract management and shared service coordination, ensuring effective communication and collaboration across teams. - Develop and maintain relationships with key stakeholders and sponsors, ensuring high levels of commitment and enablement of strategic agenda. - Provide guidance and mentorship to team members, ensuring their professional development and growth. - Identify and mitigate risks and issues, ensuring timely resolution and escalation as needed. Professional & Technical Skills: - Must To Have Skills: Strong knowledge of Infrastructure Service Management. - Good To Have Skills: Experience in IT Service Management frameworks such as ITIL, COBIT, or ISO 20000. - Experience in managing large-scale projects or programs, with a proven track record of delivering on time, within budget, and to quality standards. - Strong leadership and people management skills, with the ability to motivate and inspire teams to achieve their goals. - Excellent communication and stakeholder management skills, with the ability to build and maintain relationships with key stakeholders and sponsors. - Strong analytical and problem-solving skills, with the ability to identify and mitigate risks and issues. Additional Information: - The candidate should have a minimum of 7.5 years of experience in Infrastructure Service Management. - The ideal candidate will possess a strong educational background in computer science, information technology, or a related field. - This position is based at our Bengaluru office. Job Description Collaborate with other teams on reporting, Incident, Change, and Problem management capabilities Service Level Management Support continuous improvement and organization development activities Coordinate changes with operations, including directing the change management process and executing Change Board meetings Prepare data and coordinate Governance meetings Assessment and selection of incidents that should be addressed in problem management process Implement problem management process with contract teams, including preparing for and conducting post incident review meetings Quality Audits; summarize findings; work with delivery team leads to determine remedial actions Drive first draft of client facing and internal reports to final approval. Amend metric gap and trending analysis based on client account knowledge. Other process involvement and driving of service request, catalogues, availability, capacity and any other service management process basis project/organizational requirements. Remain responsible for end-to-end Performance Management and KPI/Service Levels reporting (involving multiple Service Providers) to achieve agreed targets Implement ITSM Processes and take the accountability of the necessary documentation Review process and security compliance and report any deviation Supervise the Problem Management process and help manage resistance to change Supervise Critical Changes Participate and lead various governance touchpoints Remain accountable for providing the technology and products as per agreed timelines and quality Adhere to and help maintain Security & Compliance policies across engagements Manage relationship with different teams Identify areas of improvement and support continual service improvement initiatives Handle project teams independently, manage performance and provide constructive feedback