Project Role : Service Management Lead
Project Role Description : Lead the delivery of programs, projects or managed services. Coordinate projects through contract management and shared service coordination. Develop and maintain relationships with key stakeholders and sponsors to ensure high levels of commitment and enable strategic agenda
Must have skills : Infrastructure Service Management
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : Graduation

Summary: As a Service Management Lead, you will be responsible for leading the delivery of programs, projects, or managed services. Your typical day will involve coordinating projects through contract management and shared service coordination, developing and maintaining relationships with key stakeholders and sponsors, and ensuring high levels of commitment to enable strategic agenda. Roles & Responsibilities: - Lead the delivery of programs, projects, or managed services, ensuring adherence to timelines, budgets, and quality standards. - Coordinate projects through contract management and shared service coordination, ensuring effective communication and collaboration across teams. - Develop and maintain relationships with key stakeholders and sponsors, ensuring high levels of commitment and enablement of strategic agenda. - Provide guidance and mentorship to team members, ensuring their professional growth and development. - Identify and mitigate risks and issues, ensuring timely resolution and escalation as needed. Professional & Technical Skills: - Must To Have Skills: Strong knowledge of Infrastructure Service Management. - Good To Have Skills: Experience in Service Delivery. - Experience in leading the delivery of programs, projects, or managed services. - Strong communication and interpersonal skills, with the ability to build and maintain relationships with key stakeholders and sponsors. - Experience in contract management and shared service coordination. - Ability to identify and mitigate risks and issues, ensuring timely resolution and escalation as needed. Additional Information: - The candidate should have a minimum of 5 years of experience in Infrastructure Service Management. - The JOB FAMILY and PROJECT ROLE information are not for candidate's experience. - This position is based at our Bengaluru office. Job Description • Collaborate with other teams on reporting, Incident, Change, and Problem management capabilities • Service Level Management • Support continuous improvement and organization development activities • Coordinate changes with operations, including directing the change management process and executing Change Board meetings • Prepare data and coordinate Governance meetings • Assessment and selection of incidents that should be addressed in problem management process • Implement problem management process with contract teams, including preparing for and conducting post incident review meetings • Quality Audits; summarize findings; work with delivery team leads to determine remedial actions • Drive first draft of client facing and internal reports to final approval. • Amend metric gap and trending analysis based on client account knowledge. • Other process involvement and driving of service request, catalogues, availability, capacity and any other service management process basis project/organizational requirements. • Remain responsible for end to end Performance Management and KPI/Service Levels reporting (involving multiple Service Providers) to achieve agreed targets • Drive the ITSM processes across the set-up and ensure that the quality of service is maintained in an integrated environment • Act as a conduit between different teams and manage communication across different parties • Support and supervise Root cause analysis, identify workaround, take remedial measures, and track efficacy in line with the Problem Management process, for critical problems • * Support and supervise implementation of critical changes and releases • * Adhere to the agreed Policies, standards and procedure • * Handle small teams with minimal support • * Contribute towards creation of Knowledge Articles and driving refresher trainings support consistent learning and development across key process areas • * Actively participate in the Continual Service Improvement initiatives