It Service Management Manager

MAIN PURPOSE

OF THE JOB:

Leads the team responsible for managing, assessing and reporting service level performance of the assigned ITIL processes and the related Service Management tools. The team handles the following processes: Request, Incident & Problem Management.

Design, implement, evaluate and improve the assigned processes - including related procedures/work instructions/guidelines, training materials, supporting tools.

KEY ACCOUNTABILITIES:

Incident Management

·         Responsible for planning and coordinating all the activities required to perform, monitor and report on the process.

·         Participates in incident resolution discussions to facilitate incident determination, recovery and resolution.

·         Drives Major Incident Management from detection to resolution, coordinating with multiple support teams and providing management coverage and guidance on major and high visibility incidents

·         Assists with the delivery of Incident Report and RCA through collaboration with cross functional teams when necessary

Metric and Reports

·         Monitors the performance of T&T service delivery (Request Fulfillment, Incident Management, Problem Management) against service level agreements.

·         Prepares regular service performance reports

·         Analyzes statistics to identify trends in performance and report findings to the appropriate teams

·         Regularly reviews SLA for all T&T products and services.

ServiceNow Management

·         Acts as the SME for all ServiceNow user facing functions, including ticket creation and management, reporting and dashboards.

·         Coordinates with AXA Group Operations for modification requests on the service catalog, business service and SLAs mapped in ServiceNow

·         Support the onboarding of new users onto the ServiceNow platform

Continuous Improvement

·         Reviews, analyzes and makes recommendations on improvement opportunities.

EXPERIENCE AND QUALIFICATIONS:

• Bachelor's degree in any IT-related course

• More than 5 years of ITSM experience and the recent 2 years as an SDM

• Relevant certifications including at least an ITIL Foundation certificate is desired

• ServiceNow administration experience is desired

• Strong analytical capability, highly organized and has excellent relationship management skills

• Familiar with various IT domains and processes such as Project Management, Agile, SDLC, IT Operations

• Ability to prioritize effectively

• Ability to communicate with people of different levels including Executives

• Excellent attention to detail

·         High level of flexibility and responsiveness is required and work beyond standard hours occurs weekly.

·         Ability to work in a fast-paced environment with minimal supervision.