Manager - ITSM & ITIL Process - Big4

Searching for ITSM and ITIL Process Manager for Big 4 to be based out of Bangalore.

The program involves a transition to Windows 10 by partnering with assigned process owners for multiple IT processes, to establish process governance, document To-Be processes, provide training and communication, implement improvement opportunities and initiate IT Tools rationalization efforts, as appropriate.

Specific responsibilities include:

- Establish a cross-functional governance structure, defining SLAs, measuring performance against KPIs

- Train and work closely with assigned process owners in different functional areas to use a standardized process driven methodology that will help improve quality and efficiencies across IT operations

- Experience in using/developing the following artifacts: Project Charter, SIPOC, VOC, To-Be process flows, FMEA, Gap Analysis, Measurement Systems Analysis, Communications and Training Plans, Control Plans, Metrics, etc

- Ensure the appropriate business process assessment and analysis is completed to identify business process gaps and impacts as they pertain directly to projects and programs;

- Develop strategies and plans to assess impacts and potential risks of solution alternatives, and to identify solution component sharing and opportunities for re-use

- Partner with multiple teams to drive and complete process related deliverables

- Strategy - development of policy, process, development of metrics (KPI- s)

- Operations and Quality of service

- Performed assessments such as competency/skill matrix.

- Value stream mapping

- Experience with incident management and trend analysis on historical issues/tickets logged and identify an underlying trend and suggest improvement/automation opportunities

Basic Qualifications:

- Experience in developing ITSM processes

- 4-8 years of experience in IT Process Excellence Roles

- ITIL implementation and/or ITIL process improvement hands-on experience

- ITIL V3 foundation level certified