Location: Hyderabad

About the role: Responsible for holistic IT Service Management including all ITIL Processes, Service Operations as well as Operational Quality Management oversight along with continual service

Your responsibilities include but not are limited to:
• Owns TIS process operations for specific process out of Change Management, Problem Management, Knowledge management, Service Request Management, Event Management, Incident management, Major Incident Management, Asset, Configuration management Transition Management as well as Availability Management etc (some of which be on 24X7 basis).
• Work involves providing inputs for and leading supplier governance for TIS for these processes. Role is also responsible meeting various process KPIs, publishing of periodic dashboards as well as reports and correctness of the same.
• These processes require engagement and timely communications with functional customers. Role also supports issue manager for MIM.Own and drives end to end delivery of Service Management aspects of all processes and its execution consistency as per global policies in specific Tower operations.
• In collaboration with service lines, governs suppliers ensuring services are delivered to the agreed KPIs & SLAs while keeping the Customer Satisfaction as focal point. Strives for process maturity/ simplification/ automation and collaborates with various servicelines/cross towers to ensure quality services are seamlessly delivered to the business customers through Continual Service Improvement.
• Monitors, assesses, and report the performance of services and work; takes corrective actions; communicates to partners and leadership.Role also represents TIS to GPOs on all matters related to these processes as well as schedule process related meetings such as CAB (Change Advisory Board).
• Drive governance of all TIS suppliers on relevant processes.The role is also responsible for defining, reporting and improving these process KPIs through Continual service improvement and drive CSAT for TIS or specific tower for TIS/Specific process.
• Drive IT Service Management for specific ITIL Processes, Service Operations along with continual service improvement and supplier operational governance. Support in Predict and Prevent operations for assigned scope with target to identify gaps, reducing MTTR, improving time to delivery and CSAT within the scope in collaboration with relevant service lines.
• Manage a service operations with standardized services, processes and tools to provide efficient, high quality services. Drive Concrete periodic Supplier Governance calls ensuring they deliver quality services, meet all critical metrics and SLAs along with CSAT targets for specifications