Senior Manager, Service Management
4 months ago
Job Description
Job Overview:
Based in our Bengaluru office and reporting into Enterprise IT (EIT) Leadership you will lead Arm Service Management office, making sure that IT services are delivered and improved in line with both current and future needs. You will define and lead all aspects of EIT Service Management strategy, ITSM processes and policies, procedures and driving continuous service improvement in service delivery aligned with Arm’s goals.
Responsibilities:
Develop and implement the function's strategy in alignment with the overall strategy. Lead, mentor and develop a team of service management professionals encouraging a culture of excellence, successful and continuous improvement. Collaborate with senior leadership and partners across the business to understand and meet their Service Management requirements. Drives the implementation and evolution of ITIL processes and standard methodologies. Ensures the delivery of high-quality IT services including Incident, Problem, Change and Major Incident Management Develops and leads the IT service catalogue and offering, ensuring effective use 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 Drives the development and implementation of service level agreements and KPIS that align with IT strategy and goals. Ensures service delivery is done in compliance with regulations, standards and policies. Identifies and handles risks associated with IT service delivery and appropriate mitigation strategies are in place Acts as the primary point of contact for Service Management. Builds and maintains strong relationships within across the company, partnering and facilitating communication and collaboration to ensure seamless service delivery
Required Skills and Experience:
10 years experience in an IT Service management, with at least 5 years in a management/leadership role ITIL v3/ideally v4 Expert or equivalent Experience of ITSM ticket management tools, preferably ServiceNow Passionate about and dedicated to delivering high quality service Strong leadership and people management skills, with a consistent track record to build and lead impactful teams In depth knowledge or 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 relationship both internally and externally.
“Nice To Have” Skills and Experience:
Delivery experience in a complex, externally regulated environment
In Return:
We offer exciting and interesting work in global and diverse team. Arm's growth trajectory will ensure career progression and the opportunity to have a significant impact on our success.
Accommodations at Arm
At Arm, we want our people to Do Great Things. If you need support or an accommodation to Be Your Brilliant Self during the recruitment process, please email To note, by sending us the requested information, you consent to its use by Arm to arrange for appropriate accommodations. All accommodation requests will be treated with confidentiality, and information concerning these requests will only be disclosed as necessary to provide the accommodation. Although this is not an exhaustive list, examples of support include breaks between interviews, having documents read aloud or office accessibility. Please email us about anything we can do to accommodate you during the recruitment process.
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