GRC Lead (ITSM)

• Definition, design, implementation of end to end ITSM processes
• Understand the Services, Services Providers, and the Services metrics- SLAs, KPI associated with various process associated from Service management point of view
• Ensure various process standards and designs are created, updated on periodic basis working closely with the respective Process Owners
• Analysis of the IT Metrics and draw inferences and come up with Service Improvement plans to improve the performance of IT
• Drive meetings, interactions with the Process and Services teams and to improve the quality of services, quality of metrics data and the quality of reporting
• Customize the process documents to suit the customer requirements and landscape
• Develop/enhance an audit framework which would help auditing to the Core ITSM process to fix gaps and improve Maturity
• Participate in audits, Services reviews and provide inputs on improving effectiveness of ITSM process
• Develop SOPs, reporting standards and reporting templates as needed from time to time
• Work as backup if any support is needed for Incident, Problem, Change, Service Level Management Process
• Come up with ideas to Optimize, automate tasks/activities to bring in efficiency
• Independently lead/manage various drives/Activities pertaining to Service Improvements and Operational stability
• Establish a good working relationship with all the supporting teams and stakeholders

• Excellent understanding and 8+ relevance Years experience of working with/implementing ITIL framework- Service Level Management, Incident Management, Problem Management, Change Management, Configuration Management, Continual Service Improvement
• Knowledge of international standards like ISO20000 / ISO20K
• At least ITIL 4 Practice Manager certified or above
• Strong Background of Process Design-IT and Business, Optimization, Audits and documentation
• Thorough understanding of the IT Metrics and ability to identify/develop KPI which can be effectively used to track IT performance
• Understanding of Service Design principles
• Good understanding of IT Applications and Infrastructure domain
• Ability to Objectively Analyze, Assess, Communicate, and report metrics and Analyze them to draw logical inferences and identify improvements
• Excellent communications skills – Written, Verbal and Presentation and Process documentation
• Proficiency of developing process flows using Vision, PowerPoint and reports using excel, Word and tools like SNOW
• Influencing, negotiation, conflict resolution
• Candidate should be self-driven and should be able to Lead/manage activities with minimal guidance

Accountability, Accountability, Action Planning, Active Learning (Inactive), Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Solutions, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity

• Health & Wellbeing
• Personal & Professional Development
• Unconditional Inclusion