Principal Lead - IT Service Management
- Netzens Softech Ltd
- 10 to 15 Yrs
- Noida, Gurugram
- 11 hours ago
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Job Description
- The primary role is to ensure that standard methodology, processes, and tools are developed to provide repeatable results adopted across the user community. The IT Service Delivery group manages the delivery of all infrastructure and applications used by the business. Your function will be to manage and enforce the day-to-day service management processes defined for the operation of these systems including ITSM Process Consulting for CM/KM/EM, Service Level Reporting, Continuous Service Improvement, Data Analytics & Data Visualization, ServiceNow Operations, Major Incident Management, IT Asset Management (HAM & SAM), understanding around Cloud Technologies (AWS, Azure), and understanding around Data Warehouse Principals. **Key Responsibilities:** **Major Areas of Accountability:** - Provide appropriate governance oversight to ensure adherence to standard methodology, processes, and practices. - Define organizational measures to determine the state of the practice area and practitioners" success. - Develop and administer tools to measure practitioner skill assessments effectively. - Lead the development of a continuous feedback process for practitioners to identify process improvements. - Own, champion, and improve the technology analytics process. - Lead a Team of ITIL Service Management Professionals. - Act as the Services Process Manager for Problem, Change, Knowledge & Event Management processes. - Partner with adjacent services team leaders to deliver service operations strategic plan and roadmap. - Define, implement, and maintain key performance indicators (KPIs) of the services. - Chair operational review cadence for internal governance related to service performance. - Conduct root cause analysis/postmortem meetings and facilitate the problem management process. - Manage incident and change management processes for operational stability. - Facilitate audits and assessments to ensure processes and services support the mission. - Serve as an expert advisor for Process Improvement & ITSM Intelligent Automation. - Knowledge of ServiceNow Predictive Analytics & other ML Tools. - Manage employee performance, set objectives, and conduct regular reviews. - Build relationships with key business stakeholders. **Decision Making Authority:** Frequently interact with subordinate supervisors, customers, and functional peer group managers on matters between functional areas, company divisions, or customers. **Continuous Improvement:** - Work with application teams to determine the impact of changes on monitors. - Identify scope of process improvements & logging defects or enhancements. - Keep all process documents & SharePoint site up-to-date. **Required Qualifications:** - Bachelor's degree in Business, Computer Science, Information Technology, or related field. - 10-15 years experience in project execution role across the solution delivery life cycle. - Proficiency in assigned practice area. - Superior written and verbal communication skills. - ITIL Foundation or Expert certification. - Work experience with Service Management tools, preferably ServiceNow. **Preferred Qualifications:** - ServiceNow Operations. - Data Science for ITSM Intelligent Automation. - ITIL Expert. - PowerBI. - Flexera One. - Process consulting. - Training & Coaching. Join Ameriprise India LLP, a U.S. based financial planning company, to be part of an inclusive, collaborative culture that rewards contributions and offers opportunities for growth and development. Work with talented individuals who share your passion for doing great work and make a difference in your community. Take the next step and create a career at Ameriprise India LLP. **Full-Time/Part-Time:** Full time **Timings:** (2:00p-10:30p) **India Business Unit:** AWMPO AWMP&S President's Office **Job Family Group:** Technology,
Employement Category:
Employement Type: Full timeIndustry: IT Services & ConsultingRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: Principal Lead - IT Service ManagementContact Details:
Company: Ameriprise IndiaLocation(s): Noida, Gurugram
Keyskills: Data Analytics Data Visualization Major Incident Management IT Asset Management Problem Management Change Management Knowledge Management Event Management Key Performance Indicators Root Cause Analysis Process Improvement Data Science Stakeholder Management Process Documentation SharePoint Data Warehouse PowerBi
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