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Mumbai, MH
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  • Banking & Finance
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Job Details

ResponsibilitiesThe Service Manager is responsible for managing the IT Service Management processes in accordance to MSCI's Service Management model.Drives the implementation , execution and application of Incident Management, Problem Management processesAssist, coordinate, monitor, and support general activities related to changes and releases affecting IT services both hardware and software, upgrades and new service launches.Promote the correct use of the process and governance. Support process governance by conducting periodic meetings to review ticket volumes, issues and risksProvide training for functional teams to ensure that process guidelines are understood and followedProvides oversight of core ITIL based Service Support processes (Incident Management, Problem Management, Change Management, Configuration Management, and Continual Service Improvement.)Collaborate with various business and technology groups to ensure consistency of delivery, adherence to Best Practice, and continuous improvement in servicesEnsure that the process, procedure, training and work instruction documentation is up-to-dateDeveloping performance metrics and reporting for services and processesContinually monitor the processes, using Key Performance Indicators (KPIs) and reportsProvide analysis and trends relating to service level compliance and operational effectiveness.Ensure that performance reports are regularly presented to the IT Leadership Team and IT Service and Process OwnersIdentify and prioritize improvement opportunities and establish Service Improvement Plans (SIPs)Work with IT Service and Process Owners to present improvement recommendations to IT and business senior managementSeeks ways to improve processes, tools, techniques, and disciplines within Enterprise Operations IT and creates opportunities for introducing best practices within all functional areas Desired experience and qualificationsBachelor/Diploma Degree8 to 10 years of overall experience in IT Service Operations.4 to 6 years of progressive hands on ITIL framework based ITSM practices.In depth understanding of ITIL framework in areas of Service Operations, Continual Service Improvement and Service Level Management principles & practicesKnowledge of developing Policy, Process, KPI, Metrics aligned to overall organizational goals and objectivesExcellent written and verbal communication and presentation skillsInnovative thinking about service quality and ways to achieve improvementsMust be a Go-Getter and should require minimal supervisionGood team Player, with excellent eye for detailGood Stakeholder management skills.Should have a high degree of self-motivation, strong analytical and creative problem solving skillsWilling to work in 24*7 environmentITIL Intermediate Certified desired.
Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 8-10


Production/Manufacturing/Maintenance | Service and Repair
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