- The ITSM Process manager will help to develop the organization s expertise in the processes and methods of process management, assist in defining regulations, process models, and RACI matrix (roles) - for multiple Managed services delivery organizations across the company, monitor process metrics recommend corrective actions.
- This person will be responsible for implementing corporate ITSM processes in various Delivery units across the organization, contributing to the CSI register, working with support teams on process compliance and control, performing regular audits, and initiating changes in IT automation infrastructure, processes, and tools.
- He/she will work closely with Global process managers and Process owners in Noventiq HQ
Experience Required for this role:
- Graduate from a reputed Institution
- 03+ years of working experience in IT operations managing and developing processes frameworks and implementations
- Knowledge of ITSM tools and Power BI
- ITIL implementation and/or ITIL process improvement hands-on experience.
- ITIL V3 Foundation level certified. ITIL Intermediate preferred.
- Good written and verbal communication skills (including technical writing)
- Good interpersonal skills and eagerness to learn
Key Responsibilities
- Provide consultations assistance to Service Delivery managers, Service managers, and team leads on processes related tool configurations
- Ensure regular process metrics control and KPIs reporting accuracy
- Conduct regular and ad hoc process audits
- Work on localized process documentation for particular Delivery units based on requirements and areas of applicability
- Provide ITIL and process training on ITSM processes to the new team members and active involvement in the development and maintenance of training course materials
- Educate Delivery teams and contribute towards all the changes in processes or related tools. eg incident management, request management, patch management, change management, ITSM integration, etc
- Prepare and implement continual improvement plan, overall process improvement roadmap ownership
- Participate in new Delivery centers launch/merge to roll out global processes in new Delivery units
- Change management - process governance, training, audits.
What we offer:
- Insurance - Group Medical Coverage, Group Personal Accident, Group Term Life Insurance
- Rewards and Recognition Program, Employee Referral Program, Wellness Program and CSR Initiatives
- Maternity and Paternity Leaves
- Company Sponsored Certification Program
- Learning/Development Courses, Cross Skill, Mentorship and Leadership Programs
- Quarterly Performance Feedback Sessions
- Savings, Investments and Retirement Benefits
- Flexible Work Hours, Work from Home, Remote Working, Hybrid Working
- Company Onsite / Fun Events
