Head of IT Service Management / Service Delivery Management

at  Infosys

Detailed Job Description :

• Develop, enhance and implement IT service management strategies, policies, and procedures to support the organization’s goals and objectives.
• Lead a team of IT service management professionals, providing guidance, coaching, and mentorship to ensure effective service delivery.
• Ensure client agreed Critical Service Levels and Key Performance Indicators are met and launch specific Service Improvement Programs when certain CSL(s)/KPI(s) do not meet the target
• Collaborate with iCompaz and client stakeholders to understand business needs and requirements and align IT service delivery accordingly.
• Drive continuous improvement initiatives to enhance the efficiency, effectiveness, and quality of IT service delivery processes.
• Oversee incident, problem, change, request, configuration and knowledge management processes to minimize service disruptions and optimize service delivery.
• Ensure compliance with relevant regulations, standards, and best practices related to IT service management including that of client’s policies and mandates.

Chair weekly, fortnightly, monthly and quarterly reviews of IT Service Management with respective client stakeholders; prepare and present reports in these forums.

ABOUT US

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

Please refer the Job description for details