Primary Responsibilities

• Own the successful onboarding of the identified work and manage the remediation plan• Ensure the capability assessment of the unit getting on-boarded is performed• Managing Operational Governance and driving process and platform enrichment initiatives• Internal communication and socialization, trainings and adoption for IT Service Management processes and platform • Work with teams to identify redundancy and pain areas in existing process and determine plan to remediate it as part of the CSI Initiatives• Drive implementation of training programs, support in determining training needs and facilitating them• Review Current Interaction model and define future interaction model• Finalize Knowledge Transfer Approach, prepare and manage Knowledge Transfer Plan• Uncover the risks of onboarding and seek approval from business stakeholders on same

Competencies • Knowledge of ITIL with experience of successful implementations. ITIL foundation Certification preferred.• Project Management and consulting skills with ability to establish alliances through recognition of dependencies, driving partnership and commitment • Knowledge /Exposure on any Continuous Improvement framework /Methodology (e.g. Six sigma, Lean, IDEAL, PDCA)• Strong logical and problem solving skills. Ability to identify waste in environment and help build efficiency in operations • Knowledge of Software Metrics and Measurements with working experience in data analysis. Ability to define and measure metrics which will help manage day to day operations better• Possess expert knowledge and practical application of problem solving 8D, 6 HATs, PDCA and DMAIC tools and methodologies• In-depth knowledge of ServiceNow capabilities and features is added advantage• Should have an overall organizational perspective while driving initiatives• Implementation experience of Audit process and procedures• Excellent in written and verbal communication are must. Experience in publishing newsletters or chronicle is preferred

Soft Skills required• Process driven approach and continual service improvement mindset• Attention to detail and must have passion for driving initiatives/projects• Should be able to deliver with changing priorities and flexibility to work in shifts and stretch• Must be a team player and have the ability to interact with multiple levels of personnel within the organization• Must possess organizational proficiencies to multitask and work in a fast-paced environment with minimum supervision.• Must have strong problem-solving skills using analytics, logic and reasoning and be able to come up with out of box and flexible solutions• Must be highly motivated, self-starting, and committed to achieve results and have a strong sense of ownership and follow through to resolution

Formal Education & Certification• Bachelor's degree in computer science, or a related field of study• A minimum of 10+ years of work experience including at least 3-4 years in IT Operations and Technology Service Management• Excellent communication skills and the ability to influence and manage people through across matrix reporting structure.• Ability to synthesize qualitative and quantitative data quickly and draw meaningful insights • Knowledge of Programme/Project Management methodologies with full Project reporting and governance.• ITIL and Green Belt Certified – Added advantage• Ability to work effectively in a Global Virtual Environment, Flexible shift availability required

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Primary Responsibilities

• Own the successful onboarding of the identified work and manage the remediation plan• Ensure the capability assessment of the unit getting on-boarded is performed• Managing Operational Governance and driving process and platform enrichment initiatives• Internal communication and socialization, trainings and adoption for IT Service Management processes and platform • Work with teams to identify redundancy and pain areas in existing process and determine plan to remediate it as part of the CSI Initiatives• Drive implementation of training programs, support in determining training needs and facilitating them• Review Current Interaction model and define future interaction model• Finalize Knowledge Transfer Approach, prepare and manage Knowledge Transfer Plan• Uncover the risks of onboarding and seek approval from business stakeholders on same

Competencies • Knowledge of ITIL with experience of successful implementations. ITIL foundation Certification preferred.• Project Management and consulting skills with ability to establish alliances through recognition of dependencies, driving partnership and commitment • Knowledge /Exposure on any Continuous Improvement framework /Methodology (e.g. Six sigma, Lean, IDEAL, PDCA)• Strong logical and problem solving skills. Ability to identify waste in environment and help build efficiency in operations • Knowledge of Software Metrics and Measurements with working experience in data analysis. Ability to define and measure metrics which will help manage day to day operations better• Possess expert knowledge and practical application of problem solving 8D, 6 HATs, PDCA and DMAIC tools and methodologies• In-depth knowledge of ServiceNow capabilities and features is added advantage• Should have an overall organizational perspective while driving initiatives• Implementation experience of Audit process and procedures• Excellent in written and verbal communication are must. Experience in publishing newsletters or chronicle is preferred

Soft Skills required• Process driven approach and continual service improvement mindset• Attention to detail and must have passion for driving initiatives/projects• Should be able to deliver with changing priorities and flexibility to work in shifts and stretch• Must be a team player and have the ability to interact with multiple levels of personnel within the organization• Must possess organizational proficiencies to multitask and work in a fast-paced environment with minimum supervision.• Must have strong problem-solving skills using analytics, logic and reasoning and be able to come up with out of box and flexible solutions• Must be highly motivated, self-starting, and committed to achieve results and have a strong sense of ownership and follow through to resolution

Formal Education & Certification• Bachelor's degree in computer science, or a related field of study• A minimum of 10+ years of work experience including at least 3-4 years in IT Operations and Technology Service Management• Excellent communication skills and the ability to influence and manage people through across matrix reporting structure.• Ability to synthesize qualitative and quantitative data quickly and draw meaningful insights • Knowledge of Programme/Project Management methodologies with full Project reporting and governance.• ITIL and Green Belt Certified – Added advantage• Ability to work effectively in a Global Virtual Environment, Flexible shift availability required