VI
IT Service Management
VARITE INDIA PRIVATE LIMITED
š®š³ India
On-site
7 months ago
- Stripe
- SQL
- AI
- ITIL
- ServiceNow
7 months ago
About The Client:
An American multinational technology corporation headquartered in Armonk, New York, it is present in over 175 countries. It specializes in computer hardware, middleware, and software and provides hosting and consulting services in areas ranging from mainframe computers to nanotechnology. As one of the world's oldest and largest technology companies, the Client has been responsible for several technological innovations, including the automated teller machine (ATM), dynamic random-access memory (DRAM), the floppy disk, the hard disk drive, the magnetic stripe card, the relational database, the SQL programming language, and the UPC barcode. The company has made inroads in advanced computer chips, quantum computing, artificial intelligence, and data infrastructure.
About The Job:
- The ITSM Lead is responsible for ensuring effective execution, adherence, and continual improvement of IT Service Management practices within Clientās scope of delivery for PMI.
- This role promotes consistent serviceāmanagement behaviors, supports PMIās operating model, and drives performance excellence across Client teams.
- The roleās primary focus is on people, process governance, and driving continuous improvement.
- The position operates as a standalone role within the Client delivery tower. It requires strong influencing skills, structured coordination, and the ability to guide teams and drive outcomes without formal authority.
ITSM Governance and Process Execution
- Ensure Client teams consistently apply ITILĀ® 4 practices in adherence with PMIās defined processes and expectations.
- Reinforce expected serviceāmanagement behaviors across Client delivery teams.
- Monitor Clientās adherence to ITSM standards and drive corrective actions where gaps are identified.
- Provide subject matter guidance across Incident, Problem, Request, Change, Knowledge Management, and Service Level Management.
Performance Monitoring and Reporting
- Monitor Client service and process adherence using KPIs, SLAs, XLAs, and operational metrics.
- Prepare regular performance, compliance, and improvement reports for PMI stakeholders.
- Highlight risks, issues, and opportunities for improvement with clear owner alignment and followāthrough.
Continual Improvement
- Lead ITSM continual improvement initiatives within Clientās delivery scope, using data insights, trend analysis, and operational feedback, and where necessary work with PMI to ensure these are logged and tracked appropriately.
- Identify and drive closure of structural issues that impact service quality or performance.
- Facilitate Clientās contribution to PMIādriven service reviews and improvement forums.
Collaboration and Interaction with PMI and Other Suppliers
- Collaborate with PMI Service Management counterparts to ensure alignment of expectations and delivery outcomes.
- Engage with other suppliers when necessary, such as during joint incident handling, change enablement, or RCA sessions. Support multi-party ITSM processes as required.
Service Management, Service Catalog, CMDB, and Data Quality
- Ensure Client activities align with and support PMIās Service Catalog and CMDB expectations.
- Maintain high levels of ticket quality, data accuracy, and adherence to process requirements.
- Use ServiceNow for reporting, dashboards, data quality checks, and process insights.
- Collaborate with PMI and platform teams regarding ServiceNow updates or enhancements as needed.
- 5ā8 years of experience in IT Service Management or service operations.
- Strong working knowledge of ITILĀ® 4 and practical application across operational teams.
- Demonstrated ability to influence behaviors, effect transformational change and drive accountability without direct authority.
- Experience in continual improvement, service performance management, or operational governance.
- Working knowledge of ServiceNow for reporting and analytics (not administration).
- ITILĀ® 4 Foundation required: ITILĀ® 4 Managing Professional preferred.
- Strong communication, stakeholderāmanagement, and facilitation skills.
- Ability to operate independently in a matrixed or multiāsupplier environment
How to Apply:Interested candidates are encouraged to respond/submit their updated resumes, and for additional job opportunities, please visit Jobs In India ā VARITE.
Unlock Rewards: Refer Candidates and Earn.
If you're not available or interested in this opportunity, please pass this along to anyone in your network who might be a good fit and interested in our open positions. VARITE offers a Candidate Referral program, where you'll receive a one-time referral bonus based on the following scale if the referred candidate completes a three-month assignment with VARITE.
Experience Level Bonus Referral:
| 0-2 years | INR 5,000 |
| 2-6 years | INR 7,500 |
| 6+ years | INR 10,000 |
About VARITE: VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA, UK, CANADA and INDIA. VARITE is currently a primary and direct vendor to the leading corporations in the verticals of Networking, Cloud Infrastructure, Hardware and Software, Digital Marketing and Media Solutions, Clinical Diagnostics, Utilities, Gaming and Entertainment, and Financial Services.
Equal Opportunity Employer:
VARITE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, veteran status, or disability status.
IT Service Management Ā· VARITE INDIA PRIVATE LIMITED