Job Description : Cross-Functional ITIL Service Management Lead

About Talent Worx :

Talent Worx is at the forefront of driving technological innovation and operational excellence. We're committed to delivering high-quality IT services that not only meet but exceed our business objectives. Join our dynamic team in Hyderabad, Telangana, India, and help us shape the future of IT service management.

About the Role :

We are seeking an experienced and dynamic Cross-Functional ITIL Service Management Lead to drive, coordinate, and enhance IT service management processes across various departments. This pivotal role is responsible for aligning ITSM practices with overall business goals, ensuring service consistency, optimizing cross-functional collaboration, and promoting continual improvement using the ITIL framework. If you're a strategic thinker with a passion for process optimization and a knack for fostering collaboration, this is the perfect opportunity for you.

Key Responsibilities :

- Lead and champion the adoption and continuous improvement of ITIL processes across all IT functions and business units.

- Design, implement, and optimize cross-functional service management processes, ensuring seamless integration and consistency.

- Drive ITIL Availability Management to ensure services meet agreed-upon availability targets, implementing proactive measures to minimize disruptions.

- Oversee ITIL Capacity Management, ensuring that IT infrastructure and resources are sufficient to meet current and future business demands efficiently.

- Manage and enhance ITIL Service Level Management (SLM), establishing and monitoring SLAs, OLA, and underpinning contracts to guarantee service delivery meets business expectations.

- Facilitate and lead cross-functional collaboration between various IT teams (e.g., operations, development, security) and business stakeholders to ensure a unified approach to service delivery.

- Identify and implement opportunities for process automation and efficiency gains within the ITSM landscape.

- Develop and maintain comprehensive documentation for ITIL processes, policies, and procedures.

- Provide expert guidance and training on ITIL best practices to team members and stakeholders.

- Analyze service performance data to identify trends, issues, and areas for improvement, presenting findings and recommendations to leadership.

Required Skills & Experience :

- Strong, demonstrated knowledge of the ITIL service lifecycle and service value system.

- Proven experience in ITIL Cross-Functional Service Management, with a track record of driving process improvements across various IT domains.

- Extensive experience with ITIL Availability Management and ITIL Capacity Management.

- Deep expertise in ITIL Service Level Management (SLM), including defining, monitoring, and reporting on service levels.

- Hands-on experience with ITSM platforms, specifically ServiceNow - IT Service Management. Experience with Cherwell or BMC Remedy is a plus.

- Excellent analytical skills to interpret complex data, identify root causes, and propose effective solutions.

- Exceptional communication skills (written and verbal) with the ability to articulate complex technical concepts to both technical and non-technical audiences.

- Superior stakeholder management skills, with the ability to influence and build consensus across all organizational levels.

- Demonstrated ability to work effectively across organizational silos, foster collaboration, and manage multiple priorities in a fast-paced environment.

- Strong leadership qualities with a focus on driving results and continuous improvement.

Preferred Qualifications :

- ITIL 4 Managing Professional (MP) or Strategic Leader (SL) certification.

- Experience in a large, complex enterprise environment.

- Project management experience.