Strategic Service Delivery Lead

1 month ago


Cambridge, Cambridgeshire, United Kingdom arm limited Full time

Job Title: Strategic Service Delivery Lead

About the Role:

We are seeking a seasoned professional to lead our Service Management office in Bengaluru, reporting into Enterprise IT Leadership. As a key member of the EIT team, you will be responsible for defining and driving all aspects of EIT Service Management strategy, processes, policies, and procedures. Your primary objective will be to deliver high-quality IT services aligned with Arm's goals.

Main Responsibilities:

  • Develop and implement the function's strategy in alignment with the overall business strategy.
  • Lead, mentor, and develop a team of service management professionals, fostering a culture of excellence and continuous improvement.
  • Collaborate with senior leadership and partners across the organization to understand and meet their Service Management requirements.
  • Drive the implementation and evolution of ITIL processes and standard methodologies.
  • Ensure the delivery of high-quality IT services, including Incident, Problem, Change, and Major Incident Management.
  • Develop and lead the IT service catalogue and offering, ensuring effective use of processes, tools, and technologies.
  • Monitor, measure, and report on overall Service Management performance.
  • Identify areas for improvement and implement initiatives to enhance service quality, efficiency, and customer satisfaction.
  • Drive the development and implementation of service level agreements and KPIs that align with IT strategy and goals.
  • Ensure service delivery is done in compliance with regulations, standards, and policies, identifying and handling risks associated with IT service delivery.
  • Act as the primary point of contact for Service Management, building and maintaining strong relationships within and across the company, facilitating communication and collaboration to ensure seamless service delivery.

Requirements:

  • 10 years of experience in IT Service Management, with at least 5 years in a management/leadership role.
  • ITIL v3/ideally v4 Expert or equivalent.
  • Experience with ITSM ticket management tools, preferably ServiceNow.
  • Passionate about delivering high-quality service.
  • Strong leadership and people management skills, with a consistent track record of building and leading impactful teams.
  • In-depth knowledge of ITIL and/or other service management frameworks and standard processes.
  • Ability to handle multiple priorities and work effectively in a fast-paced environment.
  • Excellent communication, negotiation, and stakeholder leadership skills.
  • Superb analytical and problem-solving skills, with a focus on continuous improvement.
  • Ability to engage, build, and sustain trusted relationships both internally and externally.

What We Offer:

We offer exciting and interesting work in a global and diverse team. Arm's growth trajectory ensures career progression and the opportunity to have a significant impact on our success. Estimated annual salary: ₹30,00,000 - ₹45,00,000 depending on qualifications and experience.



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