Senior Manager:Application Service Management

Department: Commercial:DD and IT GBS Bangalore, India
We are seeking a highly skilled and motivated leader to setup and run operations for the Commercial DD and IT ecosystem globally excluding US. Setup a right mix of highly motivational team (internal and partner ecosystem) to deliver quality IT services and improve in line with both current and future needs. Lead all aspects of Commercial Service Management strategy, ITSM processes and policies, procedures and drive continuous service improvement in service delivery aligned with Commercial DD and IT goals. Apply Now
The position
As Head : Application Service Management your key responsibilities will be:
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Develop and implement the function 's strategy in alignment with the overall strategy. Lead, mentor and develop a team of service management professionals encouraging a culture of excellence, successful and continuous improvement.
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Collaborate with senior leadership and partners across the business line to understand and meet their service management requirements.
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Drive the implementation and evolution of ITIL processes and standard methodologies. Ensures the delivery of high:quality IT services including Incident, Problem, Change and Major Incident Management.
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Develops and leads the IT service catalogue and offering, ensuring effective use processes, tools and technologies. Monitor, measure and report on overall Service Management performance.
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Identify areas for improvement and implement initiatives to enhance service quality, efficiency and customer satisfaction.
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Drives the development and implementation of service level agreements and KPIs that align with IT strategy and goals and ensures service delivery is done in compliance with regulations, standards and policies. Identifies and handles risks associated with IT service delivery and appropriate mitigation strategies are in place.
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Acts as the main point of contact for Service Management. Builds and maintains good relationships within / across the company, partnering and facilitating communication and collaboration to ensure seamless service delivery.
Qualifications
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Bachelor 's degree in computer science, Business, or a related field. Master 's Degree is good to have.
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17 years of experience in an IT service management, with at least 8 years in the management/leadership role.
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Minimum ITIL v3 Expert, ideally v4 managing professional or specialists.
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Experience of ITSM ticket management tools, preferably ServiceNow.
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Strong leadership and people management skills, with a consistent track record to build and lead impactful teams.
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Excellent communication, negotiation, stakeholder leadership and conflict resolution skills.
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Superb analytical and problem:solving skills with a focus on continuous improvement.
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Ability to engage, build and sustain trusted relationship both internally and externally.
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Proven track record of working in matrix setup of internal and external partner setup to deliver quality service management.
About The Department
Commercial DD and IT GBS, established in 2010 and restructured as 'Sales and Marketing IT ' in 2015; is today an integral part of the DD and IT GBS unit in Bangalore, India. The team comprises of close to seventy young and passionate IT professionals from across India and diverse industries. With experienced people in latest technology, niche platforms, System Management, Project/Product Management, Data DevOps, Multichannel Customer Engagements, Agile delivery model and more; the team today caters to the IT System needs of all the Commercial functions including Sales, Marketing, Market Access, Commercial Effectiveness, and Medical Affairs. As an IT business partner to the Commercial functions, Commercial IT India has also embarked on the Global IT transformation journey by implementing new and Agile ways of working with focus on learning, simplicity, standardizat
Job Type: Permanent