Manager, ITSM

Job Description Role Overview: The ITSM Manager at XPO India Shared Services oversees the delivery of IT services, including change management, incident and problem management, and overall service level management. Your role is to ensure that ITSM services meet user needs, maintain high performance and availability, and align with business objectives. You will manage the IT service lifecycle, optimize service delivery through ITIL frameworks, and foster a culture of continuous improvement within the IT team. In addition, you will examine the compliance, quality, efficiency, and effectiveness of ITSM processes to identify improvement opportunities and communicate them to the IT Service Owners. Key Responsibilities: - **Process Ownership Governance** (40%): - Own and manage the lifecycle of core ITSM processes (e.g., Incident, Problem, Change Request, Fulfillment, Knowledge, and CMDB). - Ensure that ITSM processes align with ITIL best practices and organizational objectives. - Drive continuous improvement initiatives across IT service processes. - **Team Management Leadership** (20%): - Lead a team of ITSM process owners, analysts, and coordinators. - Provide coaching, mentoring, and performance management. - **Metrics Reporting SLA Management** (20%): - Define and monitor KPIs and SLAs across IT services. - Generate and present regular service performance reports to stakeholders. - Use data to identify trends, issues, and areas for improvement. - **Stakeholder Engagement** (10%): - Collaborate with IT and business units to understand service needs and expectations. - Serve as an escalation point for major incidents or service disruptions. - **Compliance Risk Management** (10%): - Ensure ITSM processes support regulatory and compliance requirements. - Manage risks associated with IT service delivery and process changes. Qualifications Required: - **Education & Experience**: - Bachelor's degree in Computer Science, Information Systems, or related field. - Minimum of 10 years of experience in supporting processes (Business or IT) and ITIL framework. - Desirable certifications or experience include ITIL Foundations v3 Certification, ITIL Intermediate Certification, experience with ITSM tools (e.g., ServiceNow), and working within the ITIL process framework. Additional Details: XPO Logistics is an Equal Employment Opportunity Employer. Be part of something big with XPO India Shared Services. Role Overview: The ITSM Manager at XPO India Shared Services oversees the delivery of IT services, including change management, incident and problem management, and overall service level management. Your role is to ensure that ITSM services meet user needs, maintain high performance and availability, and align with business objectives. You will manage the IT service lifecycle, optimize service delivery through ITIL frameworks, and foster a culture of continuous improvement within the IT team. In addition, you will examine the compliance, quality, efficiency, and effectiveness of ITSM processes to identify improvement opportunities and communicate them to the IT Service Owners. Key Responsibilities: - **Process Ownership Governance** (40%): - Own and manage the lifecycle of core ITSM processes (e.g., Incident, Problem, Change Request, Fulfillment, Knowledge, and CMDB). - Ensure that ITSM processes align with ITIL best practices and organizational objectives. - Drive continuous improvement initiatives across IT service processes. - **Team Management Leadership** (20%): - Lead a team of ITSM process owners, analysts, and coordinators. - Provide coaching, mentoring, and performance management. - **Metrics Reporting SLA Management** (20%): - Define and monitor KPIs and SLAs across IT services. - Generate and present regular service performance reports to stakeholders. - Use data to identify trends, issues, and areas for improvement. - **Stakeholder Engagement** (10%): - Collaborate with IT and business units to understand service needs and expectations. - Serve as an escalation point for major incidents or service disruptions. - **Compliance Risk Management** (10%): - Ensure ITSM processes support regulatory and compliance requirements. - Manage risks associated with IT service delivery and process changes. Qualifications Required: - **Education & Experience**: - Bachelor's degree in Computer Science, Information Systems, or related field. - Minimum of 10 years of experience in supporting processes (Business or IT) and ITIL framework. - Desirable certifications or experience include ITIL Foundations v3 Certification, ITIL Intermediate Certification, experience with ITSM tools (e.g., ServiceNow), and working within the ITIL process framework. Additional Details: XPO Logistics is an Equal Employment Opportunity Employer. Be part of something big with XPO India Shared Services.