IT Service Delivery

Greetings from Vilwaa!

At Vilwaa, we are focused towards delivering IT services and solutions in Data Engineering, Cloud Infrastructure solutions , Digital Application Development, (IoT) - Internet of Things.

Role : IT Service Delivery

Location : Remote

Job Description:

Service Delivery Maturation: Play a major role in the ongoing IT Service Delivery maturation program, including the development and management of various ITSM and Service Delivery processes.

Cross-Team Collaboration: Partner and collaborate across all teams to execute Service Delivery program with coordinated continuous improvement initiatives.

ITIL Process Development: Work within the management structure to develop ITIL processes and lead the execution of the process development and improvement roadmap for multiple ITIL processes to improve alignment and business outcomes.

Process Management: Manage ITIL processes and related tool modules, ensuring their effective delivery, management, and improvement to GTIL and internal customers.

Process Goals: Develop both short- and long-term process goals and maturity levels to be achieved over specified timeframes.

Service Quality: Manage, operate, and improve defined ITIL processes with a focus on ensuring service quality and reliability.

Stakeholder Engagement: Actively engage in operations and cyber processes to establish SLAs, OLAs, and compliance requirements.

Metrics and Reporting: Create, monitor, and report on comprehensive metrics and KPIs based on IT and cyber service deliverables.

Requirements Gathering: Collate requirements from service owners for new or improved processes or functionalities, ensuring alignment with best practices.

Documentation: Document and communicate processes, process flows, templates, checklists, tool requirements, and training documents.

Workshops and Training: Conduct workshops to gather requirements and demonstrate new processes or tool functionalities. Train IT teams on defined processes and ensure continuous collaboration.

Dashboard Creation: Create dashboards and reports in ServiceNow and present them to leadership in a meaningful way.

Bachelor s degree in computer science, Information Systems, or equivalent work experience.

8+ years of experience with ITIL practice areas. Extensive experience in delivering ITIL processes and process management in a corporate environment.

Certifications: ITIL v4 certifications required; Six Sigma certification desired

. Strong understanding of ITSM best practices

. ServiceNow knowledge and experience as a process owner/manager.

Excellent written and spoken communication and interpersonal skills. Demonstrated operational expertise and strong analytical and problem-solving skills.

Ability to facilitate cross-functional teams, develop and manage SLAs, KPIs, and CSFs for IT services

. Effective leadership, communication, and project management skills.

Strong organizational skills and agile mindset with a focus on innovation and global perspective.

Strong relationship skills and cultural awareness, the ability to work well with people from different disciplines and cultures