DTX Process Manager - ITSM Module

We are seeking a DTX Process Manager to drive the implementation, execution, monitoring, and optimization of IT Service Management (ITSM) processes within a Digital Transformation (DTX) environment. This role focuses on process automation, service efficiency, and ITSM best practices to ensure smooth service delivery across the organization. Key Responsibilities : IT Service Management & Process Optimization : - Define, implement, and improve ITSM processes to ensure smooth DTX service operations. - Support process automation where feasible, with a focus on Standard Service Requests. - Ensure seamless integration of ITSM processes across different service areas. Service Monitoring & Reporting : - Measure and monitor OLA, SLA, and KPI performance, identifying and resolving issues proactively. - Execute, track, and report on contractual commitments with vendors & service providers. - Collaborate with IT Procurement & Service Owners to review contracts & SOWs regularly. Incident & Problem Management : - Lead the resolution of major incidents and ensure minimal business impact. - Support fast and efficient execution of Service Requests & ITSM operations. - Maintain updated process documentation, SOPs, and knowledge base articles. Stakeholder Engagement & Process Improvement : - Collaborate with Service Owners, Architecture Teams, and Solution Leads to drive best practices. - Act as a Service Process Expert, advocating DTX service value across teams. - Support continuous improvements in ServiceNow & other ITSM tools. Required Qualifications & Experience : - Education: Bachelor's/Master's degree in IT, Computer Science, or related field. Experience : - 5 years of experience in IT Service Management (ITSM), Service Operations, or Process Optimization. - Strong background in ITIL, ITSM frameworks, and Digital Transformation initiatives. Technical Skills : - Expertise in ITSM tools like ServiceNow, BMC Remedy, or equivalent. - Strong understanding of SLA, OLA, KPI management & service delivery processes. - Experience with process automation & IT procurement is a plus. - Experience with Global Operations, Knowledge management, SIAM, CMDB Management (Configuration Management) Soft Skills : - Strong communication & stakeholder management skills. - Ability to work in cross-functional, global teams. - Excellent problem-solving & process improvement mindset. (ref:hirist.tech)

Location: mumbai, IN

Posted Date: 4/7/2025