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Service Manager (m/f/d)

8.00 to 13.00 Years   Gurugram   10 Oct, 2020
Fitpass
Job LocationGurugram
EducationNot Mentioned
SalaryNot Disclosed
IndustrySports / Fitness
Functional AreaSales / BD,Service / Installation / Repair
EmploymentTypeFull-time

Job Description

IT service management is the craft of implementing, managing, and delivering IT services to meet the needs of the organization. It ensures that the appropriate mix of people, processes, and technology are in place to provide value.

Key Responsibilities:

  • This role is responsible for the following Service Management functions or processes and Service Managers primary responsibility is end-to-end
  • management of one or more services through it s lifecycle, acting as a
  • liaison among support and development areas with a focus to achieving the highest availability and quality in service performance throughout the whole technology stack.
  • Managing one or more services throughout their entire lifecycle Being accountable for the service or several services within the organization regardless of where the technology components or professional capabilities reside.
  • Contributing to the development of service strategy and work hand in hand with SREs (Site Reliability Engineering teams)
  • Driving continuous service improvement Driving the shift from legacy support models to new support models that are agile and service oriented Managing daily RUN activities based on global processes incident management, change management, problem management, availability management.
  • Ensuring operational efficiency, maximize efficiency to deliver on operational metrics, continuously Improve and innovate delivery while ensuring customer advocacy through regular review meetings.
  • Responsible for maintaining service quality, service delivery performance and driving service excellence.
  • Responsible for tracking and reporting service level attainment/objectives (SLAs/OLAs).
  • Maintaining and ensuring effective, regular and seamless communication with all stakeholders. Interfacing with vendors/internal technology teams regularly.
  • Proactive timely escalation of potential issues/risks to appropriate teams, maintaining the issue/risk tracker to monitor track all the issues/risks to keep a tab on mitigation plans, progress, owners, target dates, status.
  • Primary service management interface for various ITIL functions across accounts including change, problem, incident, request and knowledge management.
  • Ensuring governance models are in place and in compliance with global standards enabling consistent quality in service delivery at all levels.
  • Reviewing problem root cause reports ensuring effective preventative measures are in place.
  • Act as Process owner for key production processes like Incident, Problem, Change, Release, Request and Knowledge Management.
  • Administering JIRA/ServiceNow module including the new customizations, version upgrades for the owned production process modules.

Tool Expertise:

  • Atlassian Tool -JIRA, Confluence, ServiceNow, Microsoft Office (PowerPoint, Excel, Word, Visio), Confluence, SharePoint
  • Must be a Self-starter proactive, initiate and drive work streams and must be able to operate independently and take the initiative
  • Site Reliability Engineers (SRE)
  • Market Success Managers (MSMs) DevOps/Product Domains Global Service Management 8+ Years of experience in IT Service Management
  • Proficient spoken and written command of English Quality-conscious, Analytical thinking, Planning and Evaluating
  • Strong executor, with proven track of implementing improvement initiatives.
  • ITIL Foundation certification ITIL V4 (Optional)
,

Keyskills :
workshopglobal service managementspare partschange managementenvironmental impact assessmentwarrantycorporate liaisonmicrosoft officecustomer advocacyroot causeservice deliveryservice managementit servicesservice levelservice strategyproble

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