Job Title

Role- ITSM Senior Manager Experience- 12-16 Yrs Location - Chennai / Hyderabad Shift- 3pm-12am Mode of Work- Hybrid.Job Summary:Role : We are seeking an ITSM consultant which is a critical leadership role responsible for overseeing and continuously improving Highmark's IT Service Management processes, with a primary focus on Incident, Problem, and Change Management, as well as driving data-driven insights through robust reporting and analytics. This role ensures the efficient and effective delivery of IT services, minimizes disruption, enhances service quality, and supports the organization's strategic objectives. This individual will leverage deep expertise in ITSM principles and extensive hands-on experience with the ServiceNow platform to optimize service delivery, enhance operational efficiency, and ensure alignment with business objectives.Responsibilities:1. Incident Management (IM): • Define, implement, and enforce incident management processes, procedures, and policies in alignment with ITIL best practices. • Lead and manage the Incident Management team (if applicable), providing guidance, training, and performance feedback. • Ensure timely identification, logging, categorization, prioritization, diagnosis, escalation, and resolution of IT incidents. • Develop and maintain critical incident response plans, communication protocols, and escalation matrices. • Facilitate major incident bridges, ensuring effective communication, coordination, and swift resolution. • Monitor incident trends and identify opportunities for proactive problem prevention and service improvement. • Establish and track key performance indicators (KPIs) for incident resolution and service restoration.2. Problem Management (PM): • Establish and mature the Problem Management process, focusing on identifying the root cause of recurring incidents and preventing future occurrences. • Lead root cause analysis (RCA) efforts for complex and high-impact problems, working with technical teams. • Manage the lifecycle of problems from identification to closure, ensuring permanent solutions are implemented. • Maintain a known error database (KEDB) and ensure solutions are documented and accessible. • Proactively analyze incident data to identify potential problems and initiate problem investigations. • Collaborate with development and operations teams to implement preventative measures and solutions. • Track the effectiveness of problem resolutions and contribute to continuous service improvement.3. Change Management (CM): • Oversee the entire Change Management lifecycle, from request to review, approval, implementation, and post-implementation review. • Ensure adherence to established change management policies, procedures, and standards. • Chair or participate in the Change Advisory Board (CAB) meetings, facilitating informed decision-making. • Minimize the risk of service disruption caused by IT changes through effective impact assessment and planning. • Develop and implement strategies for managing emergency changes and standard changes. • Maintain a comprehensive change schedule and communicate upcoming changes to relevant stakeholders. • Conduct post-implementation reviews to assess the success of changes and identify lessons learned.4. Reporting and Analytics: • Develop, implement, and maintain comprehensive ITSM reporting dashboards and metrics. • Analyze ITSM data (Incidents, Problems, Changes, Service Requests) to identify trends, patterns, and areas for improvement. • Generate regular and ad-hoc reports for various stakeholders, including IT leadership, business units, and operational teams. • Provide actionable insights and recommendations based on data analysis to improve service quality, efficiency, and customer satisfaction. • Utilize ITSM tools (e.g., ServiceNow) to extract, transform, and present data effectively. • Contribute to the definition and tracking of Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).5. General ITSM Responsibilities: • Act as a subject matter expert for ITIL best practices and frameworks. • Drive continuous service improvement (CSI) initiatives across all ITSM processes. • Manage and optimize the ITSM toolset (e.g., ServiceNow) to support process execution and data collection. • Develop and deliver training programs for IT staff on ITSM processes and tools. • Collaborate with other IT teams (e.g., Operations, Applications, Security) to ensure seamless service delivery. • Foster a culture of service excellence, accountability, and continuous learning within the IT department. • Stay current with industry trends and emerging technologies in ITSM.Qualifications: • Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field. • ITIL 3 or 4 foundations preferred certification • Minimum of 10-12 years of progressive experience in IT Service Management roles. • Minimum of 5-7 years of hands-on experience with ServiceNow implementation, configuration, and administration across multiple modules. • Minimum of 3-5 years of experience managing, leading, or mentoring a team of IT professionals or developers. • Proven experience in leading successful ITSM/ServiceNow projects. • Excellent presentation skills, particularly in articulating ROI and value propositions to executive leadership. • Experience in the healthcare industry is a plus.Preferred Skills: • Experience with ITSM implementation. • ITIL V3 or V4 Foundation certification (required). • ServiceNow Certified System Administrator (CSA). • Proven ability to manage multiple priorities and work effectively in a fast-paced environment. • Strong interpersonal skills and ability to build relationships at all levels • Emphasize the ability to communicate business benefits and financial returns effectively. • Experience with Now Assist and proven track record of value realization is preferredSkills and Competencies:• Strong Leadership and Management Skills: Ability to lead, motivate, and develop a team. • Excellent Communication Skills: Verbal, written, and presentation skills, with the ability to articulate complex technical information to diverse audiences. • Analytical and Problem-Solving Skills: Ability to analyze data, identify root causes, and develop effective solutions. • Process Improvement Expertise: Strong understanding and application of continuous improvement methodologies. • Customer Focus: Commitment to delivering high-quality IT services and exceptional customer experience. • Stakeholder Management: Ability to build and maintain effective relationships with internal and external stakeholders. • Organizational and Time Management: Ability to prioritize tasks, manage multiple projects, and meet deadlines. • Technical Acumen: Solid understanding of IT infrastructure, applications, and operations. • Adaptability: Ability to thrive in a fast-paced and evolving IT environment. 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