Job Description :
Job Description:
A mid-senior level Cross Function Services lead to manage cross functional services like Critical Incident, Problem, Change management, and Reporting. The Individual should have a Min of 10 to 12 years'' experience in ITSM process definition, implementation, Operations, assessments, compliance, CSI and quality management.
Technical Skills:
Experience on working with different ITSM tools like Service Now, Client SM, BMC Remedy
Good understanding of Service design and Service Catalogues in Infrastructure Services delivery across multiple technologies
Good understanding of CMDB and it''s linkages to various ITSM processes
Process Skills:
ITIL v3 Expert certification or ITIL Foundations with significant experience or ITIL v2 Service Manager Certification, and have applied knowledge of real-world environments across the service lifecycle (strategy, design, transition, operations, continual service improvement)
Working experience on ISO / COBIT / ITIL / Six Sigma / Lean
Experience in both Service Support and Service Delivery focus areas in a managed services global delivery model environment
Strong consulting background, especially in the ITSM areas would be an added advantage
Behavioral Skills:
Constantly looking at ways to drive operational efficiency
Strong interpersonal skills and ability to collaborate with multiple internal and external stakeholders, especially at senior executive levels
Demonstrated leadership skills to ensure conflict & problem resolution, team motivation, escalation management
Participates as a team member and fosters teamwork by inter-group coordination within the various delivery functions across accounts where cross functional services are engaged