Senior Manager, Service Management & Automation

About the role

The Senior Manager, Service Management & Automation owns the IT service management practice and the automation and agent estate for Enterprise Technology & Operations. The role has three parts. The role is deliberately distinct from Global Service Operations and is designed to complement it. Global Service Operations runs the service: the shift roster, the tiers, the people and day-to-day resolution.

What you'll do

• Own problem management end to end: chair the problem review, drive root cause to closure with the owning function, and track repeat causes out of the estate
• Maintain the practice documentation set — process definitions, work instructions and the knowledge standard — to audit quality
• Ensure the classification standard is agreed and enforced before platform cutover, so that the standard is migrated rather than the current data quality
• Establish and run the configuration management database and asset data model to the standard required by automated routing, impact analysis and audit
• Own the data quality of the service record — priority, tier, resolution type, subcategory and resolution group — and the controls that keep it populated

What you need

• 12–22 yrs of experience
• Reporting
• Excel
• JIRA
• RPA
• ITIL
• MS Office
• B.Tech or B.E. or B.Sc or BCA

Good to have

• ServiceNow
• Performance management
• Data modelling
• Power BI
• IAM
• PowerShell