Wanted Manager, ITSM,

XPO India Shared Services
Job Title: Manager ITSM
Reports to:
Assigned by HRBP.
Job Grade:
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Job Code:
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FLSA Status:
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FLSA Category, if Exempt:
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EEO Category:
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Prepared By:
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Date Approved:
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Approved By:
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GENERAL DESCRIPTION: The ITSM Manager oversees the delivery of IT services, including change management, incident and problem management and overall service level management. This position ensures the ITSM services meets user needs, maintains high performance and availability, and aligns with business objectives.This role manages IT service lifecycle, optimizes service delivery through ITIL frameworks, and fosters a culture of continuous improvement within the IT team. This position examines the compliance, quality, efficiency and effectiveness of ITSM processes to identify improvement opportunities and communicates these to the IT Service Owners.
ESSENTIAL DUTIES AND RESPONSIBILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. These are the most significant job duties performed; other responsibilities or assignments not specifically mentioned may also be assigned (please list 5:8 responsibilities along with percentage of time associated with each).
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:Process Ownership and Governance: 40
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:Own and manage the lifecycle of core ITSM processes (e.g., Incident, Problem, Change, Request Fulfillment, Knowledge, and CMDB).
:Ensure ITSM processes align with ITIL best practices and organizational objectives.
:Drive continuous improvement initiatives across IT service processes.
:Team Management and Leadership: 20
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:Lead a team of ITSM process owners, analysts, and coordinators.
:Provide coaching, mentoring, and performance management.
:Metrics, Reporting and SLA Management: 20
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:Define and monitor KPIs and SLAs across IT services.
:Generate and present regular service performance reports to stakeholders.
:Use data to identify trends, issues, and areas for improvement.
:Stakeholder Engagement: 10
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:Collaborate with IT and business units to understand service needs and expectations.
:Serve as an escalation point for major incidents or service disruptions.
:Compliance and Risk Management: 10
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:Ensure ITSM processes support regulatory and compliance requirements.
:Manage risks associated with IT service delivery and process changes.
SUPERVISORY RESPONSIBILITIES:
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:Responsible for multiple direct reports in accordance with the organizations policies/applicable laws.
:Will interface with external Vendors and help guide them on process handling workflows and tool usage.
DECISION:MAKING RESPONSIBILITIES:
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:Decisions and actions strongly impact the companys revenue or operations; and have significant impact on reputation, and/or customer satisfaction.
:Determines underlying causes of IT service management process problems that contribute to missed performance targets and integrates information from a variety of sources to arrive at optimal solutions.
EDUCATION/EXPERIENCE:
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:Minimum Required Education: Bachelor 's degree in computer science, Information Systems, or related field
:
Minimum Required Experience:
10
years of experience
Job Type: Permanent