Information Technology Service Management Consultant

About Wipro:

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. We leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable businesses. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 250,000 dedicated employees serving clients across 66 countries. We deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.

• A PROUD HISTORY OF OVER 75 YEARS
• WE’RE PRESENT IN 66 COUNTRIES
• FY22 REVENUE 10.4 BN USD
• OVER 1,400 ACTIVE GLOBAL CLIENTS

Roles & Responsibilities:

• Ensuring key performance indicators are in place and the delivery targets (SLAs) are met.
• Direct management responsibility for the team managing the ITIL processes in scope
• Propose the Service Improvement plans (SIPs), if possible to the Customer / Service Manager for future Service improvement.
• Responsible for leading a team of professionals in the areas of service transformation, Service Management, metrics and reporting
• Contribute to design and solution development activities
• Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes
• Build and maintain relationships by engaging business sponsors, key stakeholders, application teams, infrastructure teams, and project teams to establish creditability, solve problems, build consensus, and achieve objectives
• Provide direction and coordination to the technical groups involved and coordinate with various stakeholders to identify resolution and next action. Use Escalation matrix appropriately to get appropriate level of focus from technical teams and management
• Understand the specific Process requirements of the Customer and gather the required inputs on Customer’s people, practices and processes, Organization structure, ITIL Tools in-use, as-is process, details on current Vendors
• Successfully transforming the IT organization by delivering best practices supporting Service Management and overall Operations Service Delivery
• Provide ITIL best practice service management consulting at a strategic, design, and operational level for the Customer’s environment

Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.