Role Purpose and scope:

- Drive the process transformation to ensure they are fit for purpose & fit for use in a Digital & Cloud enabled environment.

- Participate in managing the overall service quality, service availability and operational capability in conjunction with all of the relevant processes and ITSM controls

- Responsible for active participation in streamlining key IT support processes such as Incident Management, Problem Management and Change Management etc. by leveraging automation / RPA

- Ensure the Service Management processes are fully integrated to each other for desired outcomes

- Responsible for driving continuous improvement across key support processes, and ITSM Suite - ServiceNow

- Participate in the governance of ITSM Processes and associated reporting to enable truly verified and validated CSL/KPI Reports

- Responsible to analyse the current ITSM Landscape and identify and suggest areas of improvement to transform the processes

- Reviews the existing SOPs to make them lean - Just-enough-processes- and convert/directs majority of the tasks towards RPA / Automation

- Influence & lead the Policy Making as part of the CLIENTITSM Process Excellence.

- Ensures the ITSM Processes are adequately governed from Effectiveness, Efficiency and Compliance perspective

Skills & Experience required:

- Ability to develop and implement process improvement, crossing team and organizational boundaries

- Should have executed end to end consulting assignment which includes Gap analysis, Process Definition, implementation road map and auditing

- Proven track record on implementing the Process Modernization roadmap as part of Multi-Cloud environment & Digital transformations.

- Should have worked on improving process maturity in their previous roles.

- Knowledge on Application and infrastructure Maintenance lifecycle and Transition

- Working knowledge of ITIL guidelines, prior experience of setting robust processes compliant on a ITSM tool, preferably ServiceNow

- Hands-on experience refining the Hardware & Software Asset Management & CMDB.

- Experience in working directly with senior stakeholders and drive Org Change Management

- Excellent communication, interpersonal & presentation skills

- Total relevant work experience of 8 - 10 years and at least 4 years- experience in ITIL consulting (Process definition and transformation)

- A practical and logical approach to problem management

- Agile Change management experience (implementation and operate)

- Experienced in the successful management of Major incidents, MI Playbooks and User Communications

- Good understanding of the IT Service Management Toolsets - ServiceNow

- Excellent problem solving and decision-making skills

- Must be a self-starter, proactive and highly organized.

- Ability to work effectively under pressure

Technical / professional qualifications:

Note any essential qualifications

- ITIL Expert OR ITIL4 Managing Professional - ITIL4 practitioner (Preferred)

- Strong knowledge of the ServiceNow platform (required)

- SIAM Certification and/or equivalent Service Integration methodology (desirable)

- ISO 20000 Implementer / Lead auditor certified (desirable)

- Agile Methodology (desirable)

- Lean / six sigma experience (desirable)

- Modern Service Management for Azure (desirable)

- Minimum Experience required is 8 years

- Assessment/auditing skills

- Knowledge on other related frameworks and standards like DevOps, Agile, ISO 9001, Six Sigma, COBIT, CMMi SVC etc., will be an added advantage

Personal Attributes:

- Ability to organize self and lead others including effective scheduling, prioritization and time management skills

- Ability to drive complex conversations & difficult situations with senior stakeholders.

- Ability to handle pressure and capable of completing tasks to tight deadlines.

- Demonstrate a 'can do' attitude

- Good communication skills

- Passionate about Service quality and attention to detail

- Ability to create and maintain successful professional relationships

- Self-Confident and enthusiastic with personal drive to succeed

- Integrity

- Creative Thinker

- Problem Solver

- Willingness to learn

- Flexibility and adaptability to change