Service Management Lead
Service Management Lead
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Job Description
Company Overview
Jio a leader in the Media & Telecommunications industry boasts over 400 million customers and a vast array of digital apps and services. With end-to-end 5G solutions cloud-native platforms and a sophisticated array of business support solutions Jio is at the forefront of technological innovation. Headquartered in Navi Mumbai Maharashtra Jio is instrumental in propelling Indias telecom landscape forward with cutting-edge solutions for consumers and enterprises.
Job Overview
We are seeking a Senior Service Management Lead to join our dynamic team in Mumbai. This role demands proficiency in incident management change management and service management. The ideal candidate will have a strong background in ITIL and problem management to drive efficient service delivery and management within our organization. This is a senior position that requires strategic thinking and leadership to optimize service operations and enhance customer satisfaction.
Qualifications and Skills
- Proven experience in incident management (Mandatory skill) with a strategic approach to resolving high-impact service issues promptly.
- Proficiency in change management (Mandatory skill) to effectively manage and implement change processes with minimal disruption.
- Strong expertise in service management (Mandatory skill) to oversee and improve governance risk and strategy in service delivery.
- Comprehensive knowledge of ITIL frameworks to ensure best practices are adhered to across all service processes.
- Experienced in problem management using analytical skills to diagnose and prevent service outages and disruptions effectively.
- Excellent leadership abilities to drive and mentor a team towards achieving service excellence and customer satisfaction.
- Exceptional communication skills to liaise with stakeholders effectively and present service management strategies and reports.
- Strong organizational skills and detail-oriented to prioritize tasks and manage multiple projects efficiently.
- Ability to work in a fast-paced environment adapting to changes swiftly and effectively.
Roles and Responsibilities
- Lead the service management team in developing and implementing effective incident and change management processes.
- Ensure service operations align with organizational goals and adheres to established ITIL processes and practices.
- Oversee identification and resolution of complex service problems implementing long-term solutions to prevent recurrence.
- Establish and maintain positive relationships with stakeholders managing their expectations and maintaining high customer satisfaction levels.
- Drive continuous improvement initiatives to enhance service management processes and customer engagement.
- Provide leadership during service escalations ensuring timely resolution and communication to stakeholders.
- Monitor and report on performance metrics to evaluate the efficiency and effectiveness of service management strategies.
- Mentor and develop team members fostering a collaborative and high-performance team environment.
Employment Type
Full-Time
