Head of Service Management, Pune

Head of Service Management, Pune

Job Title: Head of Service Management, Pune
Contract Type: Permanent
Location: Pune, Maharashtra
Salary: Negotiable
Reference: 39235_1554787584
Contact Name: Yashna Ray
Contact Email:
Job Published: April 09, 2019 13:26

Job Description

Service Management is a pivotal function, providing reporting, tooling and driving continuous improvement across the Run-the-Bank IT function.

Role and Responsibilities:

  • Leading the Service Management function for the firm's 200 person Technology Operations (TechOps) function, driving continuous improvement, increased stability and strengthening process adherence.
  • This role is accountable for ensuring all ITIL-aligned Service Management practices are defined/communicated and operated well.
  • It is also responsible for driving Service Management and reporting tooling strategy and implementation.
  • The role is Global, closely working with Technology leads across the application and platform teams.
  • Collaborate with Hong Kong headquartered leadership teams and global branches.
  • Manage the Service Management team excellently
  • Measure and monitor TechOps performance across all Applications, Infrastructure and operating the ITSM Governance machine.
  • Manage and improve all key ITSM processes, including Incident/Problem/Change/Service Request and Capacity Management
  • Monitor and Highlight key areas requiring improvement, trigger & govern continuous improvement initiatives
  • Own the ITSM product platform (Service Now) and define/execute on strategic roadmap
  • Manage our ITSM tooling vendor(s), ensuring excellent outcomes/new feature delivery
  • Provide local line management to Project Management and Build & Release teams.

To apply you must have:

  • 18-23 years' experience
  • Previous experience as head of Service Management/Deputy Head
  • Proven experience in driving measurable improvements across a complex technology stack
  • Strong working knowledge of ITIL
  • Strong Project Management and execution ability
  • Experience in developing and presenting Service Management reports, including dashboards
  • Process Design experience
  • Experience managing small, high-performing teams
  • Understands Agile/Lean principles