Project Manager - ITSM
IHS Towers
Total years of experience :16 years, 6 Months
Setting up the ITIL process for ERP Team.
Tool integration
Process training
Defining the SLA, KPIs,
Preparation of Process documents
Change Management Operations.
SME for Incident and Problem Management
I am first point of escalation for ITIL Process like Change Management, Problem Management, Incident Management, Service request Management.
Drive daily, weekly meetings with the client.
Regular health check on the process.
Continual service improvement of the process.
Reporting and presentations .
Service Integration and Management Lead.
•Performed Due Diligence, Gap analysis, process definition and design as part of transition
•Active member of transition team for Service management.
•Coordinated with Service Now Tools team for customization and was involved in UAT to ensure tool is configured as per process requirements.
•Created ITSM processes and procedure documents and Run book.
•Performed process maturity assessment for internal accounts.
•Providing ITIL training for new resources.
•Exposure to work on RFPs and providing solutions for various requirements
•People Management and mentoring team members
•Ensure process compliance and governance
•Part of recruitment panel.
•Leading the Incident Problem and Change departments for my current client and managing the respective teams under my guidance.
•Point of escalation for IPC and Service availability
•Interface monthly with CLIENT to review monthly performance against the SLA and overall project health.
•Chairing the Change Advisory Board/ECAB. Ensure agenda is issued to participants and only approve the feasible changes with no impact on BAU.
•Chair the E CAB in change freeze period.
•Approve service downtime and make alternative arrangements to keep the business up and running.
•Experience in designing Process flows using MS Visio.
•Involved in team management and appraisal process of people who report to me
Responsible for delivering Service Management process for Service Integration multi clients in North America and APAC region.
•Leading the IPC team
•Handle all internal and client escalations.
•Work on process improvements.
•Ensure timely delivery of all reports.
•Prepare and present change management process to new clients and bring in new business.
•Ensure knowledge transfer for new joiner is completed.
•Prepare and distribute the KPI reports.
•Set realistic goals for the team and ensure those are met
•Conduct regular team meetings and share updates
•Communicate all change management process changes to stake holders.
•Maintain and approve team leaves and shifts
•Ensure on boarding and off boarding of team members
•Liaise with the onshore head regarding all staffing issues
•Be a part of the interview panel for new hires and IJPs
•Conduct performance review with the team and maintain team’s performance records.
•Nominate team members for promotions based on performance records.
•Be a part of RFP discussion with Client and senior management for contract extension.
•Share the best practices with other geographies and leads across ITIL domains.
Transition Management - Service Integration Accounts: -
•As
Roles and Responsibilities
•Manage the overall desk activities, including the supervisors
•Act as a further escalation point for the supervisor(s)
•Take on a wider customer service role
•Report to senior managers on any issue that could significantly impact the business
•Attend Change Advisory Board meetings
•Take overall responsibility for incident management and request fulfillment on the Service Desk.
•Key Achievements and Initiatives:
•Winner of Xtra mile award in Capgemini.
•Part of fun team in Capgemini and IBM
•Proposed effective process changes for the Order Management Process.
•Received multiple appraisals from Client for the process improvement of account
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