Service Management Process Lead

Service Management Process Lead

SM Process Lead should take over the Management Process right after the transition stage and own process maturity work on continual basis working closely with customer s Process Managers and Owners.

i) Should have strong understanding of ITIL Processes and must have worked as Process Manager for at least two or more ITIL Processes like Incident, Change Management, Asset & Configuration Management. Knowledge of Incident & Change Management is a must.

ii) Process Maturity & Continual Service Improvement

a. Focus on process maturity and not execute transactions

b. Participate with the Customer Process Managers/Owners in the responsibility of driving Process improvements along with handling enhancements in Process/Tools.

c. Govern Continual Service Improvement in conjunction with customer strategy

d. Work as a Functional Consultant to provide Tool specific requirements for the Tool and work closely with the customer, Tools Team

iii) Process Effectiveness and Process Governance Responsibilities

a. Generate and publish process performance reports periodically, analyze the root cause of performance shortfalls against committed SLA performance targets and internally tracked KPIs to initiate improvements

b. Work with other Process Managers to insure common understanding among the process executing teams in relation to the process interfaces, the data and information to be captured and process during the flow of work/activities across teams

c. Receive, analyze and incorporate feedback from customers that suggest improvements

iv) Process Awareness, Training and compliance responsibilities

a. Provide detailed training along with the reference material to the process execution staff from various technical domains on their specific responsibilities, records and communication that they must generate

b. Communicate to the resolving groups, the importance of specific process activities and how they can be best executed along with the information that they must log and update in the tools

c. Periodically audit the process transactions and records in order to identify and process compliance issues and initiate corrective actions

d. Where approvals are required, educate the approvers on the criterion for approving specific transactions

e. Actively participate in programs that identify process and service management (ITIL) training needs for the operations staff

v) Should also be able to handle the work of Configuration Manager

Skill Profile for SM Lead

i) ITIL Foundation is a must, ITIL Intermediate is preferred

ii) Coordination, negotiation, and persuasion skills

iii) Ability to work with all levels of client and internal resources

iv) Strong oral and written communication skills with the ability to communicate technical information in non-technical language

v) Ability to organize, delegate, and leverage resources to accomplish objectives

vi) Supervisory skills and the ability to leverage support from other parts of the organization

vii) Organizational and time management skills

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to for investigation.

Compensation and Benefits

A candidate s pay within the range will depend on their work location, skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.