osbIndia Private Ltd. Looking for IT Service Design Manager at Bengaluru, Karnataka Full Time

Role is to work alongside projects in ensuring they have the appropriate level of service consideration from design phase (Initiation) through build and into live (Transition). This role will drive the governance of a process and ensure that no new project goes into live services without a level of formalised transition.

Core Responsibilities

Delivers and manages Service Design policy, process and standards, for assigned Projects completing plans, procedures, reports and governance;

Champions Service Introduction throughout OSB group (policy, process and standards).

Agrees the scope of new projects Service Design Tasks;

Ensures Projects comply with Service Design standards;

Arranges training plans for support teams;

Ensures that changes to the Service Design policy and process are appropriately communicated;

Proposes/agrees interfaces with Service Management and Enterprise IT;

Completes weekly reporting for each assigned project, including management information;

Ensure Technical and Operational readiness have prior requirements and owners;

Informs appropriately of all Risks, Issues and Known Workarounds prior to operational acceptance;

Check contracts for SLAs and inform directors where these exceed current standards;

Conducts holistic Service Acceptance reviews with support teams, covering full suite of relevant services;

Supports and promotes Service Design process compliance via training, education, KPIs, policies, etc.

Provides support in carrying out ad hoc IT Service Management (ITSM) tasks;

Works with all Enterprise IT departments to ensure the routine tasks are correctly completed and in a timely manner.

Reduces incident handling times, by providing IT Service Desk (1st line) and IT Support teams (2nd line) detailed support models;

Provides end users with accurate and consistent service knowledge to allow effective self-service;

Collaboratively works with appropriate teams to ensure all documentation is compliant and up to date

Shares perspectives, ideas, experience and information; to ensure that these are available in the right place at the right time to enable informed decisions; and to improve efficiency by reducing the need to rediscover knowledge;

Assists keeping the CMDB and knowledge base of an organisation up-to-date, to help reduce repeat incidents and problems by storing and making available information about common problems and issues.

Provides support for the establishment and nurturing of communities of practice, including workshops, one-on-one guidance, and troubleshooting;

Shares experiences across communities of practice, business units, and networks on innovative approaches in knowledge sharing, including preparation of case studies;

Provides a consistent and trusted source of IT Service Management Knowledge;

Creates, maintain and make available concise and actionable information to end users and IT support groups in order to resolve service disruptions quickly and respond to customer queries satisfactorily;

Enables efficiency, improve quality of service, increase customer satisfaction and reduce cost.

Ensure that you and your team fully understand and comply with the organisation’s Risk Management Policies as they relate to your area of responsibility and demonstrate in your day to day work that you put customers at the heart of everything you do.

Ensure that you and your team fully understand and comply with the organisation’s Data Governance Policies as they relate to your area of responsibility and demonstrate in your day to day work that you treat data as an important corporate asset which must be protected and managed.

Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations.

Experience Requirements

Over all 12 to 14 years of experience in IT is essential

Minimum 8 years’ experience working in a corporate service design role is essential

Minimum 8 years’ extensive Service design and reporting experience is essential

Minimum 8 years’ experience capacity modelling and analytical skills is essential

Minimum 6 years’ proven experience landing operational services is essential

Previous examples of developing and delivering service design or transition into the corporate workplace is essential

Knowledge Requirements

An excellent knowledge of Service Management principles and the processes required for supporting them is essential.

Excellent knowledge of project frameworks and alignment to service introduction is essential

Knowledge of Service Design and Transition methodologies is essential

Good technical knowledge is essential

A good understanding of any regulatory requirements linked to the financial conduct authority registered organisations is essential

Qualifications/Certifications

ITIL intermediate level or above is essential

GSCE/GCE qualifications in both Maths and English are essential

A Computer Science or equivalent technical degree or qualification is desirable.

Please email [email protected] to apply.