INTRODUCTION : The Lead Manager - Service Management reports into the Service Management Lead. The primary purpose of the role is to conceptualize and embed customer experience concept within towers with key focus on supporting ServiceNow application (incl moving to out of box solution) which is a critical service management tool. The role will also act as a focal point to monitor the implementation, enhancements and usage of Service Catalogue, ServiceNow application and other customer interfaces working with internal IT counterparts and functional stakeholders. KEY RESPONSIBILITIES : - Support ServiceNow application (incl moving to out of box solution) which is a key platform for Service Management in various processes in the company - Acting as a central coordinator for requests from internal stakeholder and liaising with the external vendor point of contacts - Working with IT counterparts and functional application owners to review non-IT applications for consolidation opportunities and consistency - Explore opportunities to further enhance the functionality and usage of ServiceNow application across towers to ensure the organization is taking full advantage of the application and continue maturing its services - Build, socialize and implement ideas, tools and methodologies that enhances the experience of internal customers from the services delivered by various towers - Owns and improves various touchpoints with internal customers including the landing page and service catalogue - Develop relationships with internal and external stakeholders and serve as a point of contact to share information with them - Leverages understanding of the objectives and desires of key stakeholders, organizational dynamics and alliances to build support and advance initiatives/programs JOB REQUIREMENTS : - A Bachelor or Master's degree is required - Requires a minimum of 8 -10 years- experience in shared services, corporate or third party environment as a Service Management Manager or similar role - Experience with ServiceNow (preferred) or similar tools and thorough knowledge of methodologies of service delivery and customer experience - Proven ability to work within a cross regional, functional, multicultural and virtual context (matrix organization) - Candidates will have demonstrated experience in communicating and partnering at all levels of the organization including senior leaders. - Ability to operate independently in a fast-paced and every changing environment - Good judgement and strong leadership skills - Broad understanding of functions (e.g.IT), processes and services

Pune

Lead Manager - IT Service Management 

Lead Manager - IT Service Management  ,Job Description for Lead Manager - IT Service Management  in Applied Work Dynamics in  Pune for (10-20) years of experience. Apply Now!

Job Description for Lead Manager - IT Service Management  in Applied Work Dynamics in  Pune for (10-20) years of experience. Apply Now!