IT Service Manager

IT Service Manager (ITSM)

Sr Consultant

Location: Bangalore

Description: We are looking for an experienced professional to join our growing ITSM implementation practice.

Overall Responsibilities:

- Providing consulting assistance to external Client Organizations in their ITSM & IT Governance initiatives based on ITIL, ISO 20000, CMMI SVC, ISO 27001, IT Controls audit, COBIT etc

- Providing sales & pre-sales assistance in the IT Advisory

- Process audit and compliance check

- Sound understanding of Service Management and a clear commitment to Service Management Framework

- Experience of Process Consulting. Design & develop the Incident, Problem & Change Management process. Implement and monitor the compliance and effectiveness of these processes

- Escalation management for any reported escalations

- Build and maintain effective working relationships across tiers (Client, 3rd Party and Partner contacts) ensuring that business and technical knowledge are applied effectively, in order to achieve the best possible levels of service quality and availability

- Monitor performance of the service and ensure continuous service improvement which is a pivotal element of the service

- Understand customer ITSM requirements.

- Develop detailed design and deployment documents.

- Configure Service Now to customer requirements.

- Enthusiastically support customer requests, research issues, and follow through with a solution.

- Superior customer service and strong communication skills

- Ability to work well with a diverse team and independently.

Qualifications:

- ITIL v3 Certified

- Experience with ITSM processes: Incident, Problem, Change, Release Management, Service Level Management, and Service Catalog

- Experience implementing Service Now, Remedy, Tivoli Service Request Manager, Tivoli Asset Management for IT, Magic, Heat or similar ITSM products

- Excellent Communication and Presentation Skills

- Experience with the full software development or application implementation life cycle: Analysis, Design, Implementation, Testing, Training, and Support.

- Basic project management skills and excellent organizational skills

- Ability to work independently and as part of a group

- Interest in taking a leadership role in a growing professional services practice

- Demonstrated aptitude for learning new applications and technology.

- Security clearances a plus.

Experience: 6-9 years of experience in ITSM

Contact: Sharmil today about our ITSM Consultant opportunity.