Itsm Lead Jobs

Roles & Responsibilities:

• 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
• Contribute to design and solution development activities
• Successfully transforming the IT organization by delivering best practices supporting Service Management and overall Operations Service Delivery
• 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
• Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes
• Propose the Service Improvement plans (SIPs), if possible to the Customer / Service Manager for future Service improvement.
• 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
• Provide ITIL best practice service management consulting at a strategic, design, and operational level for the Customer’s environment
• Responsible for leading a team of professionals in the areas of service transformation, Service Management, metrics and reporting
• 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