Service Management Leadership: Lead and manage the ITIL service management processes, including Incident Management, Problem Management, Change Management, Service Request Management, Configuration Management, and Service Level Management.
ITSM/tooling Functional Support: Be a liaison with the tooling support team/
developers as it relates to configurations in ITIL processes.
Process Improvement: Continuously evaluate and improve ITIL processes to enhance service delivery, efficiency, and customer satisfaction.
Stakeholder Engagement: Collaborate with business stakeholders, IT teams, and external vendors to ensure alignment of IT services with business objectives. Maintain and develop customer relationship.
Monitoring: Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs) to ensure compliance and identify areas for improvement. Prepare and present governance meeting (Operational, Steering committees)
Incident and Problem Management: Lead the resolution of major incidents and problems, ensuring root cause analysis and preventive measures are implemented.
Change Management: Manage the change management process and CAB to ensure changes are implemented smoothly and with minimal disruption to services.
Documentation and CMDB: Maintain comprehensive documentation of ITIL processes, procedures, and ITSM configurations.
Ambassador for Accenture: Share Accenture success experience & legacy, Relay the local & regional messages & strategy, Ease the inter-site communication/cross cultural aspects
Must have
Service management experience with at least 2+ years in a dedicated management or team lead capacity.
2 years managing service contract in IT infrastructure
Knowledge in IT Infrastructure Production environment
Fluency in written and spoken English language is a must
Good presentation & communication skills
Automation mindset
Market/IT Industry understanding
Nice to have
BSc/MSc in Computer Science & Engineering or in business administration
Cloud fundamentals, Experienced in Cloud based environment like GCP, AWS, Azure, AliCloud, etc is a plus
ITIL V3 or V4 Foundation
Interpersonal skills proficiency
Good Leadership and management competencies
Able to work flexible hours, including weekends by the needs of the business
Able to work overtime, as needed