Service Management Specialist

NTT DATA, Inc.; Dadri, Gurugram District, Bengaluru; Vor Ort; INR 1.800.000 - 2.600.000; Vollzeit

Zusammenfassung

NTT DATA, Inc. is seeking an experienced ITSM service manager to oversee ITIL-based service support around the clock. You will manage incident, change and problem processes, monitor service levels, and drive continuous improvements.

You will collaborate with clients, vendors and internal teams to document and optimize ITIL workflows, lead multi-account initiatives, and mentor junior staff while maintaining strong communication with stakeholders.

Qualifikationen

• 5+ years of relevant experience or equivalent combination of education and work experience.
• Strong understanding of ITIL processes and principals
• Leadership skills
• Experience with handling multiple accounts
• Knowledge of ITIL Tools
• Strong verbal and written communication skills
• Strong ability to create and document processes
• Competencies in conflict resolution, customer service, facilitation, executive presentation

Aufgaben

• Oversees, facilitates, and administers ITIL based service support on a 24x7 basis
• Management of service delivery processes including incident management, problem management, request management, change management, service level management and configuration management
• Compiles, analyses and reports statistical data and trends relating to service level compliance and operational effectiveness
• Leads the account and work towards building Client relations
• Focus on Gaps and Process improvements; share ITIL Best practices and help implement the same
• Adapts communication techniques for audiences at multiple internal and external levels
• Monitor alerts and manage the Critical Incidents from SM perspective and not technical
• Manages vendor relationship
• Allocates work and mentor others

Kenntnisse

ITIL

Leadership

Communication

Process documentation

Conflict resolution

Customer service

Facilitation

Executive presentation

ITIL Tools

Tools

ITIL Tools

Jobbeschreibung

Mandatory skills - Service management- Incident management/ Change management/ problem Management/ ITSM transition Mgmt.

Role and Responsibility :

Oversees, facilitates, and administers ITIL based service support on a 24x7 basis
Management of service delivery processes which may include incident management, problem management, request management, change management, service level management and configuration management
Compiles, analyses and reports statistical data and trends relating to service level compliance and operational effectiveness Leads the account and work towards building Client relations Focus on Gaps and Process improvements Suggest and share ITIL Best practices and help implement the same
Adapts communication techniques for audiences at multiple internal and external levels

• Monitor alerts and manage the Critical Incidents from SM perspective and not technical
• Manages vendor relationship
• Allocates work and mentor others

Requirements:

• 5+ years of relevant experience or equivalent combination of education and work experience.
• - Strong understanding of ITIL processes and principals - Leadership skills- Experience with handling multiple accounts- Knowledge of ITIL Tools
• - Strong verbal and written communication skills
• - Strong ability to create and document processes
• - Competencies in conflict resolution, customer service, facilitation, executive presentation

Regards.

Dimple