Service Manager – ITSM

This is a fully remote position, open to applicants in India.

📋 Description

• Designing, enhancing, and implementing ITSM processes such as Incident Management, Problem Management, and Service Request Fulfillment;

• Offering consulting and support to colleagues on IM/PM/SR processes, including integrating them into technical solutions;

• Conducting independent training sessions on ITSM tools (including reporting) and processes, and developing training materials for:

• Internal employees across all Metro companies;

• External employees;

• Service providers;

• Facilitating onboarding for new employees in IM, SR, and PM processes;

• Actively participating in and sharing responsibility for the ITSM community;

• Documenting new ideas, managing them through the requirements process, and implementing them in collaboration with stakeholders;

• Ensuring compliance with ISAE 3402 audits (Incident Management);

• Assuming technical responsibility for ITSM reporting and aiding in the development of meaningful KPIs and data insights that drive continuous improvement;

• Contributing to the exploration and utilization of AI-supported features to enhance process efficiency and predictability of incidents/problems in the future;

• Analyzing data and generating reports with the new ITSM tool.

⛳️ Requirements

• Extensive knowledge of ITSM processes (Incident, Problem, Service Request Management) and associated reporting;

• Experience in developing, maintaining, and enhancing ITSM processes, preferably within a global organization;

• Strong capability to independently learn and utilize ITSM tools, including the creation and delivery of training materials;

• Proficiency in SQL as a requirement for data analysis and reporting;

• Ability to advise colleagues on process design and provide technical support for integrating processes into tools;

• Experience with ISAE 3402 audits associated with Incident Management;

• Interest in influencing the future of ITSM through KPI-driven methodologies, data interpretation, and emerging AI technologies;

• Excellent communication and presentation skills in English (both written and verbal);

• Collaborative attitude with a passion for building communities and fostering continuous process improvements.

🏝️ Benefits

• Employees have the option to work remotely.