Establish policies, standards and plans based on industry standard methodologies viz ITIL, CMMI and ISO20000.
• Attend client’s and projects Service management governance meetings.
Prepare weekly monthly “service management” reports both for SLA compliance and efficiency improvement.
• Ensure the organization meets its targets on delivery metrics
• Enforce the need for continual improvement across all projects
• Perform delivery excellence reviews on engagements to identify risks and issues early on
• Coach and support projects in implementing delivery and management practices
2. Mandatory - ITSM certifications like ITIL Master or Expert,
3. Exposure to ISO 20000, COBIT CMMI, ISO 27K will be advantageous.
4 Good Excel analysis and Presentation or power point skills in Service management with metrics management or process optimization.
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