Job Description (Posting). Job Description - SDM Overall responsibility (and lead facilitator) for the delivery, management and improvement of IT services to support the company s business and meet user needs, using a set of well-defined best practices (based on ITIL and ISO). Responsible for leading the development, implementation, sustainment, and continuous improvement in IT Service Management (ITSM) processes as well as establishing, measuring and reporting on Key Performance Indicators (KPIs) related to services, processes, operations, and delivery. Responsibilities Contribute directly to the strategy, development and quality of IT Service Management and the company s service delivery capability. Instil service orientation and ITSM awareness. Own specific IT Services and ensure their effective delivery, management and improvement to meet company and client needs. Active stakeholder and driver in underlying operations process and infrastructure, to direct continuous improvements across the supporting teams to meet existing customer contract/statement of work, Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) and compliance require (1.) To ensure customer engagement or satisfaction and referenceability (2.) To plan for Program and Delivery Management and ensure that the agreed deliverables in terms of margin are met. (3.) To anchor process improvementorcompliance (human error reporting) and other organizational initiatives (automation , Lean IT implemetation) (4.) To guide, manage, develop, engage the team therby ensuring employee retention (5.) To ensure upskillor creation of resources through internal academiesor trainings and growth rotation Qualification B-Tech Skill (Primary) PMO-Program Management-Program Management
