The ideal candidate should have 7+ years of experience in Service Management area with adequate understanding of SF HR modules.. This candidate would be performing in a role of Specialist-Service Management ensuring the identification, documentation, and implementation of IT service requirements. Prior experience of working in mid/large size organization across geographies is a strongly preferred.

You will

• Work with the ITSM Service Manager to develop and document IT Incident Management policies, processes, and procedures based on ITIL standard methodologies to ensure the quality of operations.
• Develop and implement IT service management strategies aligned with business goals.
• Plan and manage the IT service portfolio to ensure it meets current and future needs.
• Design new IT services or modify existing ones to improve quality and efficiency.
• Ensure that service designs are consistent with architectural standards and business requirements.
• Manage the transition of new or changed services into the operational environment.
• Ensure that IT services are delivered effectively on a day-to-day basis.
• Implement and oversee incident and problem management processes to resolve issues promptly.
• Driving the efficiency and effectiveness of the incident/problem management process track and ensure KPI adherence
• Identify opportunities, implement best practices and process improvements to enhance service delivery.
• Manage relationships with third-party service providers to ensure they meet agreed service levels.
• Monitoring of the tickets from service providers(providers), improve quality and suggest process improvements.
• Responsible to deliver Customer/Management reporting as per the agreed timelines.
• Ensure IT services comply with relevant legal, regulatory, and security requirements.
• Responsible for quality review and adherence for operations team.
• Coordinating interfaces between incident management and other service management processes.
• Assurance of application operations according to agreed SLAs - Incident, problem and change management.
• Constantly review incidents, Service requests ; to identify trends and opportunities for improvements –Establish tools to improve the efficiency of the run processes as required.
• KMDB- Knowledge Management data base, Training the new joiners on incident/problem mgmt.
• Ensure IT services comply with DORA requirements and maintain documentation for audit reporting purposes.
• Prepare and submit reports on operational resilience to relevant regulatory bodies.
• Evaluate and manage risks associated with third-party service providers, ensuring they meet resilience requirements.
• Conduct regular assessments of third-party compliance with DORA standards.
• Develop and implement strategies to ensure the resilience of IT services against disruptions, cyber threats, and other operational risks.

Your skills

• University degree (Bachelor or equivalent)
• ITIL Service Management
• Reporting, Data Analytics
• JIRA and Confluence
• MS Office Suite
• Excellent communication and presentation skills.
• Basic knowledge or experience with AI tools will be beneficial.