IT Service Manager

Technical Skills (Required Must To Have)

10+ years of experience in customer facing roles.
ServiceNow ITSM tool knowledge, report& dashboard creations
Working knowledge of EUC operations including Remote support and Deskside support
Know how on ITIL Framework
ITIL Certification would be recommended
Experience in Stakeholder management
Experience in Partner management
Proven Customer Service skills
Excellent written and oral communication

Technical Skills (Required - Nice To Have)

The role is expected to carry out following function/activities as part of this job.

Point of Contact for escalated IT Incidents and update Client on ETA /Resolution/Workaround.
Point of Contact for IT Teams and Vendors at across geographies.
Point of Contact for future Infrastructure Enhancement and requirement gathering.
Coordinate with IT teams at different client Sites for Incident resolution and Project Implementations
Manage IT Service Delivery at onshore Locations
Coordinate with Offshore IT Team for coherence with Business requirements.
Monitor KPI for Incident, Problem and Change Management and provide Client feedback to Offshore Team.
Work with PMO on short/long term IT Project implementations
Work with Delivery SPOCs and client Business users on IT requirements
Coordination with 3rdparty vendor / contractors on IT System upgrade/break fix /new installations
Vendor Contract and License Management
Implement Service improvement and Transformation initiatives
ServiceNow ITSM tool knowledge, report& dashboard creations

Occupation:

Management, human resources jobs

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