LinkCxO Global Looking for Senior Director – IT Service Management at Gurgaon, Haryana Full Time

Confidential

Location

Gurugram, India

Job Type

Full Time

Experience

Min-

18 years

Max-

Not disclosed

Posted on

Jan 2, 2023

Function

Confidential

Industry

FMCG / Retail

Education

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

Skills

• 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 organisations involved in providing service to the customers

Job Description:
Responsibilities

Drive ITIL complianceImplement and deliver the ITIL disciplines for incident, request, and problem management. In addition, make sure that all requests are logged in the service management systems and that all IT teams follow these guidelines. Implement the ITIL disciplines of Change, Configuration, and Release Management across the entire department, making sure that the proper reporting is in place to track the efficiency of the procedure. No tickets, no work, and strict adherence to change management are the values to promote.Measurement of performanceDefine, review, continuously monitor, enhance, and accurately report to the IT leadership teams all KPIs, NPS, and balanced scorecards. Keep strong working connections with the capability and sector CIO and make sure they are well informed of any service difficulties, maintenance windows, and technological limitations. Maintaining SLA compliance requires conducting performance reviews of vendor operations and continual evaluations of improvement opportunities.Improvement of Services over Time-Observe SLAs and user input to spot potential improvement areas, and then make the necessary modifications. Invoke SIPs for failing suppliers and make sure SIP is followed; continual NPS review and creation of plans for greater client satisfaction.Crisis Management & POC -Define and oversee the Company’s Operations Center, which can efficiently observe service operations from beginning to end and reliably predict outages using AIOps. Define and implement the major incident management process, and if necessary, serve as the service delivery teams’ second level of escalation point. Control communication within the Global Services Team to keep it at the necessary levels.Qualifications• Bachelor’s degree in an area relevant to IT, MIS, business, or another subject, with expert-level ITSM expertise• A management position in information technology for at least 18 years.• Leader who is a self-starter, pro-active, and well organised with demonstrable expertise in providing IT systems and services for significant businesses with sizable outsourced teams (800 – 2000 FTE)• Process-driven, with the capacity to instil a customer-centric culture, strong leadership abilities, and an amazing customer focus.• Strong organisational and scheduling skills, as well as excellent writing and spoken communication skills.• Demonstrate extensive awareness of operational and implementation difficulties through a hands-on approach to technical problem solutions.• The capacity to create and implement process improvements while collaborating with all organisations engaged in customer service.• A track record of success in managing technical expertise to get results.