Senior Manager IT (ITIL or ITSM)

Senior Manager IT Services ANSR A market leader to build, manage and run global teams Dallas| Bengaluru | Hyderabad | Krakow | Abu Dhabi The Operating System for Global Work ANSRs Global Work Platform is trusted by the worlds best businesses (Airbnb, Uber, Nike, FedEx, Pepsico, Cigna, Walmart, Target, Wells Fargo etc) to build, manage and run Global Capability Centers. Fueled by our extensive Global Talent Network of over 2 million elite tech professionals and a cutting-edge suite of AI-driven products, we are redefining the future of work, globally. We are a market leader in a rapidly growing $120B global work industry and backed by Accel Partners, Accenture and ServiceNow. Our credentials: 125 Enterprise Customers | 125K Global Professionals Hired | 11M Sq.ft Workspace Under Management | $2B Investment generated ANSRs end-to-end solutions allow businesses to build, manage and scale fully-owned Global Capability Centers (GCCs) in talent-rich hubs effortlessly with comprehensive, enterprise-ready solutions for Talent, Workspace, HR, Operations, and Payroll. Our platform simplifies complex operations, reduces time-to-hire, and optimizes workforce performance. This includes: Data-Driven Intelligence: Real-time market insights about global talent and the competitive landscape AI-powered Talent Solutions: Designed for scale and efficiency, automating up to 55% of recruiting tasks with 85% accuracy Industry-specific Workflows Automation: A comprehensive India-stack of products designed for seamless integration with Global Centers Unified Customer Experience: An extensive suite of lifecycle solutions across talent, infrastructure, payroll, HR Ops and more, meticulously designed to deliver an unparalleled customer experience Enterprise Ready: Unmatched data security and privacy standards, seamlessly integrated with leading global tools. Senior Manager IT Services About the Role: The Senior Manager IT Services will be responsible for overseeing the strategic management and operational delivery of IT services across the organization. This role focuses on ensuring efficient service delivery, compliance with IT standards (ITSM/ITIL), adherence to ISO 27001, and managing a diverse team of IT professionals. The Senior IT Manager will collaborate closely with leadership to align IT initiatives with business goals while ensuring high-quality IT service delivery. Key Responsibilities: IT Management: Lead and manage the organizations IT infrastructure, ensuring operational excellence in hardware, software, and network services. Develop, implement, and maintain IT policies, procedures, and systems in line with business objectives and security regulations. Oversee the IT budget, forecasting, and procurement of IT assets. Service Delivery: Ensure the effective delivery of IT services, meeting SLAs (Service Level Agreements) and customer expectations. Coordinate with different departments to identify IT needs and provide solutions that improve productivity and efficiency. Continuously improve IT service delivery processes, focusing on scalability and responsiveness. ITSM / ITIL Compliance: Implement and manage IT Service Management (ITSM) processes in line with ITIL best practices. Oversee incident management, problem resolution, and service request fulfilment. Ensure change management processes are in place and effective. ISO 27001 Compliance: Maintain ISO 27001 certification and ensure compliance with information security management standards. Implement and manage security policies, risk assessments, and incident response protocols. Liaise with internal and external auditors for regular IT security audits. People Management: Lead, mentor, and develop a team of IT professionals, fostering a culture of collaboration and innovation. Conduct regular performance reviews, set objectives, and facilitate training and development plans. Manage team workloads and prioritize projects to meet organizational goals. Stakeholder Collaboration: Work closely with executive leadership to align IT strategy with business needs. Communicate IT service performance and strategy to non-technical stakeholders, ensuring business expectations are met. Build strong relationships with vendors and service providers to ensure optimal contract management and service delivery. Qualifications: Bachelors degree in Computer Science, Information Technology, or a related field 15 years of progressive experience in IT management, with at least 3-5 years in a leadership role. Strong understanding and hands-on experience with ITIL/ITSM frameworks and practices. Proven experience in managing ISO 27001 certifications and IT security compliance. Expertise in service delivery management, with a focus on customer satisfaction and SLA management. Strong leadership and people management skills with a track record of leading high-performing teams. Excellent communication, problem-solving, and decision-making skills. Ability to manage multiple projects and priorities in a dynamic environment. Preferred Skills: Certification in ITIL, ISO 27001 Lead Auditor/Implementer, PMP, or similar. Knowledge of cloud services, virtualization technologies, and cybersecurity principles.

Location: bangalore, IN

Posted Date: 11/20/2024