Epiq Systems, Inc. Looking for Director, IT Service Management at Hyderabad, Telangana Full Time

It’s fun to work at a company where people truly believe in what they are doing!

Job Description:
Job Title: Director, ITSM

Epiq Company/ Division: Epiq IT

Location: Hyderabad, India

Reports to: Sr Director (India)

Position Summary

The Director, ITSM works as a senior leader of IT Service Operations team within Epiq’s IT business unit. In this role, the Director has the following major responsibilities.

Drive ITIL Compliance

Performance Management

Continual Service Improvement

Process maturity

Essential Job Responsibilities

The Director, ITSM is responsible for the following:
Implement and deliver the Incident, Change, Request, and Problem Management disciplines. Ensure that all IT teams adhere to these policies and that all requests are logged in the Service Management tools. Implement the Change, Configuration, and Release Management ITIL disciplines across the IT department, ensuring appropriate reporting is in place to monitor the effectiveness of the process.

Define, review, continually monitor, improve and accurately report all IT KPIs, and balanced scorecards to all IT leadership teams. Maintain Strong working relationships with internal IT and business stakeholders and ensure that they are fully informed of Services issues, maintenance windows, and any technology constraints. Conduct Performance reviews of vendor operations, and ongoing assessments of improvement opportunities, ensuring SLA compliance.

Continual Service Improvement- Identify areas of improvement by monitoring SLAs and feedback and then implementing the changes.

Requirements for the role include:
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

Bachelor’s degree in IT, MIS, Business, or other related field with expert level knowledge of ITSM

15+ years in Information Technology management position.

Self-starter, proactive and highly organized leader with demonstrable knowledge and experience in delivering IT systems and services for large organizations.

Process driven with strong leadership skills and exceptionally Customer focused with the ability to create a culture of Customer centricity.

Excellent written & oral communications skills, organizational /scheduling abilities.

Exhibit a thorough understanding of implementation and operational issues, demonstrated by a practical approach to technical problem solving.

Ability to develop and implement process improvements, hereby cooperating with all organizations involved in providing service to the customers.

#LI-Hybrid

If you like wild growth and working with happy, enthusiastic over-achievers, you’ll enjoy your career with us!

It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.