IT Service Management Manager

Job ID: 185281

Required Travel :Minimal

Managerial - No

Location: :India- Pune (Amdocs Site)

Who are we

Amdocs helps those who build the future to make it amazing. With our market-leading portfolio of software products and services, we unlock our customers' innovative potential, empowering them to provide next-generation communication and media experiences for both the individual end user and enterprise customers. Our approximately 30,000 employees around the globe are here to accelerate service providers' migration to the cloud, enable them to differentiate in the 5G era, and digitalize and automate their operations. Listed on the NASDAQ Global Select Market, Amdocs had revenue of $4.89 billion in fiscal 2023.

In one sentence

Lead and promote Process Excellence programs for Amdocs and Amdocs customers, while implementing Amdocs and industry best practices. Engage with our internal/external customers and senior management, assess their challenges, design and implement solutions using various industry-leading methodologies.

Work with high management to drive business results improvements

As an ITSM Manager, your primary responsibility is to lead and optimize IT service delivery processes. You will develop and implement ITSM strategies, ensuring they align with organizational goals. Oversee incident and problem resolution, manage changes to IT services, and maintain service level agreements. Foster a collaborative team culture, communicate effectively with stakeholders, and champion continuous improvement.

Your role involves a strategic blend of leadership, process optimization, and communication to ensure efficient and effective IT service management.

What will your job look like

1. **Strategy and Planning:** Develop and implement ITSM strategies, ensuring they align with organizational goals and contribute to business success.

2. **Leadership:** Lead and inspire the ITSM team, fostering a collaborative and high-performance culture. Provide guidance and support to team members.

3. **Process Optimization:** Continuously assess and enhance ITSM processes, leveraging industry best practices and frameworks such as ITIL, to improve efficiency and effectiveness.

4. **Incident and Problem Management:** Direct the resolution of incidents and address underlying problems to minimize service disruptions and enhance overall service quality.

5. **Change Management:** Oversee the planning and execution of changes to IT services, ensuring a balance between innovation and stability.

6. **Service Level Management:** Define and maintain service level agreements (SLAs) to meet business expectations, and regularly review performance against these metrics.

7. **Risk Management:** Identify and mitigate risks associated with ITSM processes and services, ensuring a resilient and secure IT environment.

8. **Communication:** Effectively communicate with stakeholders, including executives, IT teams, and end-users, to convey ITSM strategies, achievements, and impacts on the business.

9. **Continuous Improvement:** Champion a culture of continuous improvement, encouraging the team to identify opportunities for innovation and efficiency gains.

10. **Training and Development:** Support the professional development of ITSM team members, ensuring they possess the skills and knowledge needed to excel in their roles.

11. **Budget Oversight:** Manage the budget for ITSM initiatives, ensuring cost-effectiveness and alignment with organizational priorities.

This role requires a blend of technical expertise, leadership skills, and a customer-focused approach to ensure the delivery of reliable and value-driven IT services.

All you need is...

Knowledge & experience with ITSM processes & methodologies

Minimum of 8 years of experience in managing E2E operational excellence consulting programs and consulting to senior management in the high-tech/telecom industry –preferablyat leading consulting firms

Prior experience in process engineering

Comprehensive knowledge of and experience with industry methods and standards (DevOps,Agile, SAFe, SRE, Scrum, etc.)

Ability to analyze data at a large scale, data analytics tools (Python an advantage)

Analysis and auditing background – preferred

B.Sc. in Industrial Engineering or Software Engineering

Why you will love this job:

You are great at end-to-end product deployment and working with customers and we have great products and large global customers. What are you waiting for This job is for you!

You will be a key member of a global, dynamic and highly collaborative team with various possibilities for personal and professional development

You will have the opportunity to work in multinational environment for the global market leader in its field

Amdocs is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to fostering a diverse and inclusive workforce

Full time