Lead Service Analyst

Societe Generale Global Solution Centre; Bengaluru; On-site; INR 1,500,000 - 2,000,000; Full time

Job summary

Societe Generale Global Solution Centre in Bengaluru is seeking a professional with 10 to 12 years of overall experience, particularly in Change Management, to steer ITIL processes related to infrastructure transformation projects. Responsibilities include analyzing major changes, validating processes, and developing dashboards. The ideal candidate should possess strong team management skills, excellent analytical capabilities, and ideally hold an ITIL certification. This role supports a diverse and inclusive work environment.

Qualifications

• 10 to 12 years overall experience, with 7-8 years relevant experience in Change Management.
• Excellent understanding of the ITIL Change Management lifecycle.
• Strong reporting, gap identification, and analytical skills.
• Experience in project transitions.

Responsibilities

• Steering the ITIL process of Infrastructure Change Management.
• Qualification, review, and validation in change committees.
• Analyze and arbitrate significant and major changes in production.
• Control process steps and validate technical prerequisites.
• Train teams on the process via ITSM change management tools.

Skills

Change Management

ITIL lifecycle understanding

Team management

Stakeholder management

Analytical skills

Education

ITIL certification

Job description

Responsibilities

• Steering the ITIL process of Infrastructure Change Management: support of Project, Integration, and Operational teams for safe go live of infrastructure transformation projects (Run & Build).
• Qualification, review, follow-up, and validation in change committees (CAB/CRB) in close connection with the department change managers.
• Analyze and arbitrate significant and major changes in production by evaluating their risks and impacts.
• Control process steps and validate technical and functional prerequisites.
• Animate and participate in GTS & Clients CRBs: presentation of the changes submitted.
• Contribute to the evolution of the catalog of operations services with the operational teams of the departments.
• Classify operations with the operations and business teams (updating standards: catalog of services, classification of operations, intervention window, CMDB, etc.).
• Train internal and external teams on the process via ITSM change management tools.
• Detailed reporting of changes operations on GTS infrastructures.
• Develop global activity monitoring dashboards and by businesses.
• Define SLAs and KPIs to measure the quality of the Services involved.
• Present in production reviews and committees dashboards on operations.
• Draft the Quality Charter (Golden Rules) for production on changes, contributing to improving knowledge of the Change process in force.

Qualifications

• 10 to 12 years overall experience, with 7-8 years relevant experience in Change Management.
• Very good understanding of the ITIL Change Management lifecycle; preferably with ITIL certification.
• Excellent team management and stakeholder management skills.
• Ability to collaboratively work with skill teams.
• Strong reporting, gap identification, and analytical skills.
• Act as escalation point for customer/stakeholder queries.
• Experience in change management, participation in hiring processes, building strategy for identified gaps to enable smoother operation.
• Experience in project transitions.

EEO Statement

We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.