Job Title: IT Service Management Lead ( ITSM Lead )

Location: Irving , Tx

Job Type: Full Time

Responsibilities - Excellent control & Knowledge on key Service Management processes like Incident Management , Change Management , Problem Management and Major Incident Management

• ITIL trained and Certified
• Prince2 Certififed (Optional)
• Proven knowledge of ITIL concepts, process and functions

Other Skills:

• Experience in managing and handling complex infra and application landscape related to Service Management.
• Should have experience and skills to work in multiple vendor client set up.

Should be able to chair/lead and control Service Management related meetings with larger audiences including clients.

• Role requires direct interaction and representing as service provider should have extensive client interaction and client management skills and experience.
• Extensive background developing processes to encourage knowledge sharing, collaboration and work flow, and ensuring the development and implementation of any necessary actions to meet objectives
• Demonstrated focus on delivery of a high-quality customer experience
• Must be able to think quickly and outside the box
• Previous experience in retail will be an added advantage.
• Reporting of Service Management process to both internal and customer management teams and drive continuous improvements in Service Management areas.

Should be able to Manage team, their work ,customer handing, Escalation handling ,Prioritization of work ,Soft skills