Unity Manager Service Management 

India, Karnataka, Bengaluru 

717752104

What you'll be doing

• Define and Develop IT Service Management strategies to form an unified service desk for all of Unity’s IT. Work with IT stakeholders to define and deliver service requirements for their respective functional areas
• Implement best practices for IT service management, DevOps, incident response, change management and problem resolution. Create a portfolio of services that can be subscribed to by business users.
• Create a services catalog that not only defines the IT services but also maps them to the business processes. Identify staff, tools and specialised support requirements as necessary to ensure that operational and support processes are working as expected
• Responsible for leading a team of professionals in the areas of service transformation, Service Management, QA/Automation, metrics and reporting.
• Develop automation capabilities on the environment. Develop necessary documentation/knowledge articles as needed. Define and monitor key performance indicators (KPIs) to measure the effectiveness and efficiency of IT services.

What we're looking for

• Designed and implemented ITSM process for large corporates
• ITIL v3 practitioner Certification and knowledge of ITIL governance and control processes & procedures
• Fluent in English with excellent communication, collaboration, and problem-solving skills
• Have people management experience and responsible for performance management of direct reportees
• Experience on Service Management tools such as ServiceNow / Freshworks

You might also have

• Service Management experience in both Infrastructure and Software Services
• Test / QA Experience
• Experience in Software Development (SDLC) process.