International Lead End User Services ITSM
International Lead End User Services ITSM
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Job Description
Procore is seeking an International Lead for End User Services and ITSM to join our IT Ops in Bangalore. This role is crucial for maturing our ITILbased EUS processes establishing KPIs and managing our MSP relationships. You will ensure worldclass IT service delivery for all Procorians and evolve the End User IT experience.
What youll do:
- ITIL Process Ownership & Maturation: Lead the implementation and improvement of ITIL processes (Incident Service Request Problem Management Knowledge Management etc. ensuring documentation workflows and best practices are followed.
- KPI Development & Performance Management: Define and implement KPIs to measure EUS performance and drive datadriven decisions.
- Business Relationship Management: Act as the primary IT contact for business stakeholders understanding needs and translating them into service improvements.
- Managed Service Provider (MSP) Management: Oversee the MSP relationship ensuring SLA adherence and driving continuous improvement.
- Team Leadership & Development: Lead and develop a highperforming EUS team.
- Service Delivery & Support: Ensure timely resolution of incidents and effective service request fulfillment.
- Technology & Innovation: Stay updated on emerging technologies and identify opportunities for improvement.
- Budget Management: Develop and manage the EUS budget.
What were looking for:
- Bachelors degree or equivalent experience.
- 810 years of IT experience with a focus on End User Services and ITSM.
- Proven experience leading ITIL processes (ITIL certification preferred).
- Strong KPI development and datadriven improvement skills.
- Excellent communication and stakeholder management skills.
- Experience with enduser technologies and ITSM platforms.
- Problemsolving and analytical skills.
- Experience in a highgrowth SaaS environment is a plus.
Additional Information :
Perks & Benefits
At Procore we invest in our employees and provide a full range of benefits and perks to help you grow and thrive. From generous paid time off and healthcare coverage to career enrichment and development programs learn more details about what we offer and how we empower you to be your best.
About Us
Procore Technologies is building the software that builds the world. We provide cloudbased construction management software that helps clients more efficiently build skysers hospitals retail centers airports housing complexes and more. At Procore we have worked hard to create and maintain a culture where you can own your work and are encouraged and given resources to try new ideas. Check us out on Glassdoor to see what others are saying about working at Procore.
We are an equalopportunity employer and welcome builders of all backgrounds. We thrive in a dynamic and inclusive environment. We do not tolerate discrimination against candidates or employees on the basis of gender sex national origin civil status family status sexual orientation religion age disability race traveler community status as a protected veteran or any other classification protected by law.
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Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact our benefits team here to discuss reasonable accommodations.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
