Manager- Service Management IT Operations with Education Firm

Job Description

About the RoleAs the person responsible for Service Management and End-User Computing, you will be a key member of theTechnology leadership team. You will help transform our Technology service management function byestablishing and enforcing service management best practices, from process to execution to measurement. Youllstart with the shared services team in Hyderabad and build outward to partner with the IT managers in ourdifferent countries to standardise and elevate their service management functions.You will be responsible for ensuring high-quality and responsive IT support for a large, diverse, and rapidlyexpanding global organisation with a wide range of users. You will report to the Director of IT Operations and willcollaborate with regional teams in a global matrix organization to help deliver support across all territories.What You Will DoDay-to-day Management of first line technical service desk to respond to internal/external customerincidents and queries via service desk application, email, or phone.Ticket management of Incidents, Problems, Changes and New Requests.Manage and coordinate urgent and complicated support issues, become the incident manager in majorincidents. Act as an escalation point for all incidents and requests.Institute Problem Management from Major Incidents, RCA reports, and proactive analysis of trends inincidents eliminating recurring incidentsWork to make Service Desk the single source of service delivery channel for the company. Maintainongoing communication of incident updates to customers provided by L3 support teams.Establish KPIs such as SLAs, MTTA, MTTR, and FCR, and work with teams to produce effectivereporting metrics for key stakeholders.Provide data and reporting on these KPIs and trends to Management and others in ad-hoc, weekly,monthly as requested.Manage process for communicating outage/emergency activities to the organization.Create and maintain a knowledge repository of troubleshooting guides, self help guides, service deskprocesses and workflows.Manage the Employee Life Cycle activities from on boarding to off boarding. Making sure that theemployees have everything they need from hardware to access as soon as they join and also makesure that all access is removed in a timely manner on exits.Create, manage, and maintain service desk process and ensure that standards are followedEstablish and enforce best practices related to the Service Management tool, including establishingappropriate classifications and categorisations, workflows, and SLAs.Maintain a calendar of maintenance requests and ensure communication to customers with theappropriate information.Maintain the end-user computing catalogueManage shifts to cover support for schools from West Africa to China time zonesManage vendor relationships to establish high levels of service delivery across all IT OperationsTrain, coach and mentor Service Desk Analysts including career development. Assist with hiringprocess of support personnelEnsure that were making best use of service management tool spanning from classification andcategorisation to measurement to channel strategyWhat You Should Have7+ years of progressive experience in field of ITSM (majorly into Incident and Problem Managementareas)Experience in Service Management using ITIL, ITSM framework, Vendor and SLA Management.,handling incidents, crisis management, troubleshoot techniques, root cause analysis and changemanagement.Bachelors degree with superior academic performanceITIL CertifiedA keen sense of ownership, speedy execution, and scrappinessA data-driven perspective, understanding the importance of reliable tracking and measurements in thecontext of continuous improvementAbility to act as an influencer, while also standing ground in areas of expertiseFlexibility to work outside normal business hours, as well as the ability to work under broad direction andminimal supervision.Effective communication skills, both written and verbal, and are energised by interacting with people andbuilding relationships.

Keyskills :
service deskself helpservice deliveryeffective communication skillslife cycleposition managementproblem managementservice managementcompatibility testingslait supportcrisis managementcommunication skillsroot cause analysisroot causeeffec