IT Service Manager
hace 4 semanas
We are seeking a highly skilled IT Service Manager to lead our team in delivering exceptional IT services to our global users and stakeholders. As a key member of our organization, you will be responsible for implementing best practices, ensuring efficient and effective service delivery, and collaborating with regional leads to drive business objectives.
Key Responsibilities:
- Collaborate with regional leads to implement best practices and ensure efficient and effective service delivery.
- Provide guidance, coaching, and support to regional IT teams to ensure high performance.
- Backup assistant for any region that may need support.
- Oversee the delivery of IT services to meet the needs of global users and stakeholders.
- Collaborate with Infosys SIAM team.
- Ensure that SLAs and KPIs are defined, monitored, and met consistently across regions.
- Manage relationships with internal and external service providers to ensure seamless service delivery.
- Develop and implement a global IT service strategy aligned with business objectives.
- Collaborate with regional stakeholders to understand their requirements and priorities.
- Continuously monitor and evaluate the performance of IT services to identify areas for improvement.
- Lead service improvement initiatives to enhance service quality, reliability, and user satisfaction.
- Implement best practices such as ITIL to drive service excellence.
- Oversee change and release management processes to minimize disruption to IT services.
- Ensure that changes are assessed, prioritized, and implemented in a controlled manner.
- Coordinate communication and collaboration between teams and stakeholders involved in change and release activities.
- Manage incident and problem management processes to minimize the impact of IT incidents on business operations.
- Manage the day-to-day operations of the service desk and the end-to-end incident management process.
- Facilitate timely resolution of incidents and problems by coordinating efforts across teams.
- Conduct RCAs to identify underlying issues and implement corrective actions.
- Monitor vendor performance and address any issues or concerns proactively.
- Develop and implement risk mitigation strategies and controls to safeguard IT assets and data.
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