OLA - Program Manager - IT Process Excellence

Overview:

Looking for a Process Manager who will support us in implementing key ITIL practices across the organization.

The candidate will have to hand-hold teams during the change and ensure adherence.

Roles & Responsibilities:

- Ensure that ITIL aligned processes are in place for each of the practices: Change, Release, Incident, Problem, Demand.

- Create anomaly reports Track adherence and highlight any gaps

- Conduct regular training and refresher new on the process and handhold where necessary

- Align stakeholders through your ownership and communication skills

- Constantly question the existing process for further improvement

Experience & Qualifications:

- At least 2 years experience as Incident/Problem/Change/Release/Deployment Manager

- Independently played a Consultant Role on ITIL core practices

- The candidate must be ITIL

- Certified Experience in setting up ITIL practices and Quality Management System within organization

- Experience in preparing SOPs in the above areas or for SDM and SVT processes

- Hands on experience with tools such as ServiceNow, Remedy, JIRA, Azure DevOps.

- Brownie points if you have set up the practice using such applications.

- Good understanding of Infrastructure, Event management, Demand Management and Configuration Management

- Experience working with multiple-functions and teams in driving implementation/adherence

- Good understanding of agile and scrum framework.

- Exposure to Development and Testing practices

- Diversified domain experience including Travel/Transportation

- Can set up reporting to leadership on implementation/compliance.

- Excellent communication skills.

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