 Managing overall deliverables of all ITSM processes, ensuring adherence to the ITIL Service Management framework & best practices. Leading a team of 6 members, monitoring their performance, providing guidance, and ensuring timely delivery across all ITIL modules/processes. Actively contributing to internal and client meetings, providing insights and recommendations for transition performance governance and process improvements. Acting as the interface between IT Technical Leads & The Crisis Management Team during DR events, coordinating efforts and ensuring effective communication. Applying strategic vision while managing the Service Catalog and ServiceNow Request Management tool capabilities. Managing service delivery issues and risks across portfolio of in-scope systems and managed services. Developing and implementing Service Catalog and Request Management standards, policies, and procedures.

 Preparing for and conducting audits and Account/Program level deep-dive assessments for critical/complex engagements liaising with stakeholders as required. Reporting process maturity and process non-compliance to ensure consistent delivery. Reviewing and providing Go/Conditional/No Go by the end of start-up and go live audits as per the applicable procedures. Identifying and providing Early Risk Alerts to delivery and leadership teams to avoid escalations and facilitating engagement teams to mitigate risks, within the service line. Verifying the CAPA taken by the team objectively ensures closure of findings, within the SLA and facilitating engagement teams on client/external CAPA. Ensuring audit coverage by completing assigned audits - Service Quality Score, Process Health Check. Identifying repeat issues in projects and marking them for project-wide analysis. Conducting pre-audit checks for critical engagements which are to be audited by clients or third parties. Facilitating the engagement of teams during client/external audits/ customer visits/ due diligence. Performing SOW reviews and auditing compliance. Responsible for fulfilment of contractual obligations/overall completion of deliverables. Responsible for the management of quality/ business process excellence in sphere of influence. Provides leadership and direction to team within a significant part of the organization or across multiple /large project teams. Build the right organizational capability and be able to achieve a broad set of objectives by establishing a high level of service quality to stakeholders and a sustainable operational environment. Ensure collaboration with the global teams, and process owners driving a culture of customer centricity, continuous improvement, and service excellence.

Role: Service Delivery Manager (Incident, Problem, and Change Management) Key Role & Responsibilities: Single point of contact and take complete control/ownership of Incident, Request, Change and Escalation processes. Ensuring high levels of performance in the above processes, accurate reporting and establishing service improvement activities when required. Taking ownership of major incidents to ensuring coordination of resolving parties, send effective communication to stakeholders and post incident review. Monitor, control, and support service delivery; ensuring systems, methodologies and procedures are in place and followed. Accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems. Drive internal and client review meetings covering performance, service improvements, quality, and processes. Ensure knowledge up-gradation of the team and work with new technologies so that the solution meets quality standards and the client requirements. Cross train the team and develop a team to ensure that there is an adequate supply of trained manpower so that delivery risks are mitigated.Role – Problem Management Lead  Review the efficiency and effectiveness of the problem management processes and drive Improvements. Ensure sufficient resources are allocated for the support effort. Ensure availability and proper usage of the ITSM tools for Problem Management process including Known Error Database (KEDB). Validate and accept problems for analysis. Perform trend analysis and review for proactive identification of problems. Create, update and close Problem records. Participate in resolution and root cause analysis. Create/ Update KEDB. Validate the KE/ Solution database for its usability and accuracy. Review solution provided by Problem owner/ Support team. Conduct necessary reviews/ meetings to drive process activities.