The Role

• Understand business objectives and organizational requirements for IT Service Management (ITSM) and assess existing support organization structure, capabilities, processes, and tools against them.
• Lead workshops with key stakeholders of Organization and document current-state of processes, define future-state requirements, and produce functional specifications.
• Ensure that SM policies and processes are documented for distribution to clients
• Implement the ITSM Solution along with the team and Ensure Customer Satisfaction with continuous engagement and support services extension.

About You

• Highly capable of delivering presentations, leading workshops, and providing training to end customers.
• Able to understand objectives and perspectives of diverse stakeholders.
• Able to persuade, influence and negotiate to achieve the best result from delivery perspective.
• Produces well-written and thorough documentation.
• 7+ years of Service Manager implementation experience, out of which 4+ years of experience in implementing Ivanti/ Matrix42 Service Desk and Service Manager solutions.
• Able to understand problems and determine strategic implications
• Able to deliver the project within the time and budget specified at the start of the project

Technical Experience

• Strong proven experience in IT Service Management
• Designed IT service framework
• Defined service management strategy
• Documented policies and processes
• Thought leadership in ITSM best practices
• Implemented enterprise ITSM platform(s)
• Managed third-party professional services
• Familiar with Ivanti Service Manager
• Service Desk management (desirable)
• Project Management (desirable)
• Business Analysis (desirable)
• Vendor management (desirable)
• Contract negotiations (desirable)

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