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Manager - ITSM & ITIL Process - Big4 (4-8 yrs)
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
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
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