In the role of IT Operation Manager you will provide the vision, thought leadership, governance and continuous improvement of all ITIL processes across IT.
As IT Ops lead, you will be accountable for ensuring that all ITIL processes are understood, KPIs defined and consistently adhered to by service owners.
Process areas covered includes Incident Managment, Change Management, Problem Management, Configuration Management, Service Request Management, Service Level Reporting and Analytics reporting across services.
This role is accountable for KPI definition, promotion, and governance of the processes as well as driving implementation, adoption, and continuous improvement across the organization.
This role must represent the processes to IT and all Service Providers and is accountable for process performance across the enterprise including the identification and execution of specific improvement programs.
Drive establishment of SLAs across multiple functions and oversee continuous Service Improvement and execution when required for in-scope processes.
Act as the point of escalation for each ITIL process within the organization, including IT, Service Providers, and Business Partners.
Define Critical Success Factors and Key Performance Indicators (KPI) for the processes.
Track process performance across IT and communicate outcomes through monthly Management Review meetings.
Participate in process ownership governance activities and meetings to ensure effective process management and adoption across the organization.
Manage all exceptions to the process looking for opportunities to remediate and prevent recurrence of the exception.
Partner with the Service Management platform team to enable processes via ITSM tool Service Now.
5+ years of IT Service Management experience including prior experience of setting up and operating Service Management teams
Experience with Incident / Service Request / Problem / Change / Configuration management / Service Level Management and Reporting.
Knowledge of ITIL Framework
Strong verbal and written communication skills with ability to effectively communicate with peers and executive leadership
Demonstrates strong analytical and problem-solving skills
Understands service delivery when the service is constructed of multiple sub-services provided by multiple teams. e.g. (Managed Network services provided by Network, Security, Telephony and Video conferencing team)
Ability to prioritize and multi-task and strong problem resolution skills. Ability to work in a dynamic, agile environment where needs and priorities can change with tight deadlines
Experience with Service Management in a multi-sourced environment.
Strong interpersonal / relationship management skills. Strong verbal and written communication skills with the ability to articulate complex ideas in easy to understand business terms to senior leaders as well as end users
Subject matter experience overseeing and executing in ITIL transition processes
Infosys is a global leader in technology services and consulting. We enable clients in more than 50 countries to create and execute strategies for their digital transformation.
From engineering to application development, knowledge management and business process management, we help our clients find the right problems to solve, and to solve these effectively.
Our team of 190,000+ innovators, across the globe, is differentiated by the imagination, knowledge and experience, across industries and technologies, that we bring to every project we undertake.