ITSM Admin

The IT Service Management Administrator role in Ahead Managed Services involves the management and continuous improvement of IT service processes and procedures to optimize efficiency, enhance service quality, and align with business objectives. The ITSM Administrator will collaborate with various Managed Services departments to ensure seamless IT service delivery and support. This position will report to the Director of Global IT Operations. 

Roles and Responsibilities

• Develop and Implement IT Service Management Strategy: Define new ITSM strategies and support the current strategy and objectives aligned with business goals.
• Service Design and Continuous Improvement  
• Design, review, and improve IT service processes, including incident management, change management, problem management, and service level management.
• Review ServiceNow functionality and propose ideas for creating efficiencies that improve customer experience. 
• Assist with the testing of new features and functionality in ServiceNow to ensure current ITSM forms work as expected for the support teams. 
• IT Service Delivery: Ensure the timely and effective delivery of IT services to meet business requirements and service level agreements (SLAs). Monitor service performance and suggest measures for continuous improvement. 
• IT Audit and Compliance:Assist with and performIT audits to ensure team compliance with ITSM and time tracking processes. 
• Stakeholder Engagement: Collaborate with internal stakeholders, including the AMS leadership, IT teams and Training Manager, to understand IT service requirements and priorities. Communicate ITSM initiatives and updates effectively across the organization. Lead weekly ITSM meetings as needed. 
• Performance Reporting: Prepare regular reports on ITSM performance, including key metrics, trends, and improvement initiatives.

Qualifications and Skills

• Minimum of five years leading ITSM process ownership/management in a medium to large scale Data Center/Operations environment. 
• ITIL certification v.4 – A minimum of two ITIL v4 certifications,required 
• Proficiency in IT service management tools and platforms (e.g., ServiceNow, BMC Remedy). 
• Proven track record of driving improvements and achieving operational efficiencies. 
• Strong leadership and team management skills. 
• Excellent communication and interpersonal abilities. 
• Analytical mindset with problem-solving skills. 
• Knowledge of industry best practices, standards, and frameworks (e.g., SOX, ISO 20000). 
• Experience in IT governance, risk management, and compliance, helpful. 
• This position will work in a hybrid environment from Gurugram.
• Must be English proficient.