Senior Manager IT Service Management & IT Asset Capacity Management

Ready to build the future with AI
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Inviting applications for the role of Senior Manager - IT Service Management & IT Asset Capacity Management

We are seeking an experienced and highly skilled IT Service Management (ITSM) and Capacity Management Leader to drive excellence in our IT service delivery. The ideal candidate will be a strategic thinker with a proven track record of managing and optimizing critical ITSM processes including Capacity Management Major Incident Management Problem Management and Change Management. This role requires a leader who can not only refine our operational frameworks but also inspire and guide teams to achieve high levels of service stability and efficiency across complex large-scale IT environments. If you thrive on enhancing service quality and ensuring seamless IT operations especially for initiatives like extensive physical asset verification we encourage you to apply.

Responsibilities

Capacity Management (HW-ITAM)
Manage IT Asset lifecycle at Genpact. Strong exposure in ServiceNow IT Hardware Asset Life Cycle IT Asset phases (ServiceNow HAM Pro).
Drive trend analysis based and data driven decision making.
Effectively collaborate with various internal supporting functions like Finance Sourcing Controllership Etc.
Analyze user trend and forecast based on business growth and technology changes.
Work closely with IT and Business Units to understand demand and translate into Capacity requirements
Collaborate with Vendors and Service Providers for timely service
Review Vendor Contracts periodically and add value to the documentation
Maintain documentation of Capacity plan reports and metrics.
Ensure Capacity is complemented by orchestrating on various on-ground exercises like Exit Recovery Dual Asset avoidance Repair and Scavenging
Suggest viable alternatives that helps optimize cost to the organization
Actively take part in integration testing and play an SME / Business SPOC role during go-live
Handling of queries relating to hardware asset Capacity.
Improvements and Enhancements in HAM Pro.
Work Closely with:
IT Functional leads (Networks Servers EUC Sourcing Finance Controllership Vendors and Others).
IT Track SMEs for management of IT Inventory Catalogue. (New Item addition and Old Item Deletion.
Customs team adhere to customs regulatory requirements related to IT Assets and Accessories. (Purchase Movements and Disposal).
Fixed Asset team for Capital Assets report outs in terms of Qty. their valuation. 100% Physical verifications activity.
IT Capacity team/IT sourcing team to track deliveries.
IT Projects /Logistics team during new site setup Site Closure Migrations Acquisitions for planning IT Asset Movements/Procurements etc.
Oracle / WorkDay Inventory team for new site creation and other issues related to IT Inventory module working enhancement etc.
IT Compliance team to adhere to any compliance requirements related to IT Assets and Inventory.
Support Capacity Management team in planning for fast moving IT Assets and Accessories to ensure end user requests are addressed timely.
Optimum Utilization of IT Assets (Proactive IUT planning to address operational requirement)
Regular Reviews with team to take stock of availability and proactive planning to avoid aging of tickets.
Productivity drives to recover un-used assets from floor through Floor Walks/Tracking Ramp Downs. Moving Un-utilized inventory > 90 Days to common stock.
Front end Internal customer and external audits queries related to Inventory and Assets management.
Manage tower requests for Movements (IUTs) Receive/analyze/Plan/Follow ups/Execute.
Timely disposal of End of Life Asserts as per the e-waste policy guidelines.
Manage Donation Requests.
IT Asset Inventory Report Outs. (Desktops/Laptops/Printers) (Server Equipment) (Network Equipment) regularly
IT Inventory Dashboards (Monthly)-Tower wise/Ageing/Value/Un-utilized assets.
Knowledge Management for ITAM Track- SOP preparation/reviews/updating related to all above areas.
Support and guide Hardware Asset Team Manager in all aspects of service delivery.

Major Incident Management (MIM)
Leadership & Strategy: Lead the Major Incident Management process from identification through resolution and post-incident review ensuring rapid restoration of services and minimal business impact.
Process Optimization: Continuously assess and improve MIM procedures communication protocols and escalation paths to enhance efficiency and effectiveness.
Stakeholder Communication: Ensure timely and clear communication to all relevant stakeholders including senior leadership and business units during major incidents.
War Room Management: Facilitate and manage major incident war rooms coordinating efforts across multiple technical teams.
Post-Incident Analysis: Oversee the creation and review of Post-Incident Reviews (PIRs) identifying root causes contributing factors and actionable recommendations.

Problem Management
Proactive & Reactive: Establish and mature robust Problem Management processes to identify categorize prioritize and resolve the root causes of recurring incidents.
Trend Analysis: Conduct in-depth analysis of incident data to identify trends and underlying issues transforming reactive fixes into proactive solutions.
Collaboration: Work closely with development operations and business teams to implement permanent solutions and prevent future occurrences.
Knowledge Management: Contribute to and leverage the IT Knowledge Base to document known errors workarounds and problem resolutions.

Change Management
Governance & Control: Own and refine the IT Change Management process ensuring all changes to IT services and infrastructure are planned approved implemented and reviewed in a controlled manner.
Risk Assessment: Develop and enforce rigorous change risk assessment procedures to minimize potential disruptions to service availability.
CAB Leadership: Lead and facilitate the Change Advisory Board (CAB) meetings ensuring appropriate stakeholders review and approve changes.
Implementation Oversight: Monitor change implementation ensuring adherence to schedules and successful deployment.
Post-Implementation Review: Conduct post-implementation reviews to evaluate the success of changes and identify areas for improvement.

General IT Service Management Leadership
Strategic Vision: Develop and implement ITSM strategies aligned with business goals focusing on continuous service improvement.
Team Leadership: Mentor coach and develop a high-performing team of ITSM professionals fostering a culture of collaboration excellence and continuous learning. Your ability to champion team efforts in large-scale tasks will be crucial for success.
SLA & KPI Management: Define monitor and report on key performance indicators (KPIs) and Service Level Agreements (SLAs) for all managed processes.
Tooling & Automation: Identify opportunities to leverage ITSM tools (e.g. ServiceNow Jira Service Management) and automation to streamline processes.
Stakeholder Engagement: Build strong relationships with IT and business stakeholders understanding their needs and ensuring IT services meet expectations.
Continuous Improvement: Champion a culture of continuous service improvement (CSI) driving initiatives to enhance operational efficiency and service quality.

Qualifications we seek in you!
Minimum qualifications
Relevant experience as a Major/Critical Incident Manager.
Should have advance knowledge of Network/Servers/Telephony/Cloud. Technical certification like MCP/CCNA/Advance diploma etc. is must.
ITIL Trained Tested and Certified. (ITIL Foundation Certified)
Working Experience of Service Now (Ticketing tool)
Excellent English communication skills (written and oral) with experience interacting with all levels of management both within Company and Customer organizations.
Excellent knowledge experience and excellence within the specific area of Major Incident Management
Resource should be stable no frequent job changes.
Preferred Qualifications
Strong interpersonal and teamwork skills
Can work on the rotational shifts @ 24*7 environment and urgent case support during holiday or Out of office Hour.
Assertive and able to work successfully in a fast-paced work environment
Exceptional organizational prioritizing and multi-tasking skills
Demonstrate High level of energy and flexibility

Why join Genpact
Lead AI-first transformation Build and scale AI solutions that redefine industries
Make an impact Drive change for global enterprises and solve business challenges that matter
Accelerate your careerGain hands-on experience world-class training mentorship and AI certifications to advance your skills
Grow with the best Learn from top engineers data scientists and AI experts in a dynamic fast-moving workplace
Committed to ethical AI Work in an environment where governance transparency and security are at the core of everything we build
Thrive in a values-driven culture Our courage curiosity and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the 140000 coders tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets build tomorrow together.
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race color religion or belief sex age national origin citizenship status marital status military/veteran status genetic information sexual orientation gender identity physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity customer focus and innovation. Furthermore please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a starter kit paying to apply or purchasing equipment or training