Job Description

We are now looking for a forward-thinking, proactive and customer-oriented Service Manager for IT Service Management to join ICT Services, Service Integration and Management team.About the positionAs Service Manager, IT Service Management, your work will focus on these responsibilities:

• End to end responsibility of service delivery of IT Service management capabilities in ServiceNow and development viaextended enterprise.
• Facilitate the ITSM development forum, Change Advisory Board, release planning and mgmt. for ITSM services, and act as Agile Service Manager aiming to continuously improve and modernise the service and ways of working towards.
• Ensure that service quality and performance meet the agreed service levels and agreed delivery times.
• Acts as product owner for the common shared platform elements being responsible for the product specific roadmap,requirements, backlog, training materials, testing and stakeholder communication. (Separate product owners named for appssuch as incident management, problem management, risk, change management etc. These product owners are part of thevirtual ITSM team.)
• Lead in matrix the platform development team, ensuring and promoting maintainability, reusability, security, and productdevelopment best practices adherence.
• Manage the total cost of ownership, improve efficiency and secure the value and utilisation of ServiceNow platform.
• Participate the ITSM process forum as ServiceNow platform representative. Support the Solution Architect, ITSM, ITSMCapability leads and management to further develop the IT mode of operations.
• Communicate and be responsible for the customer/end user relations, user support and satisfaction.

For you to be successful in this role, we expect you to have:

• 5+ years implementing the IT Service Management processes and solutions with deep expertise of ServiceNow platform.Main focus in IT Service Management, Core Platform, Strategic portfolio management capabilities; knowledge about GRC,Security Operations and IT Operations Management is an advantage. ServiceNow (ITSM) certification preferred.
• Strong understanding of ITIL methodologies and ITSM concepts, knowledge of Agile/Scrum and DevOps methodologies. ITILand Scrum master certifications preferred.
• Strong experience in solutions/systems development lifecycle - Requirements, Design, Implementation, Quality control,Deployment combined with excellent coordination skills.
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skill.
• Excellent analytical and problem-solving skills with a passion to understand and fulfil customer needs.
• Leadership and strategic thinking skills.
• M.Sc. or B.Sc. in computer science, systems engineering, economics, data science or other related field of study.

Job Location : Navi Mumbai, India.Why you and us?You are valuated - as your true self. We are authentic and honest, and we are committed in supporting a diverse and inclusivework community.Your growth is supported. We empower you to develop yourself beyond your potential.You get to make a difference - together. We cooperate while making an impact trough sustainability and innovation.Last application date: 28.06.2024At W\xc3\xa4rtsil\xc3\xa4 we value, respect, and embrace all our differences, and are committed to diversity, inclusion, and equal employment opportunities; everyone can be their true self and succeed based on their job-relevant merits and abilities.This is W\xc3\xa4rtsil\xc3\xa4W\xc3\xa4rtsil\xc3\xa4 is a global leader in innovative technologies and lifecycle solutions for the marine and energy markets. Our team of 17,000 professionals, in more than 200 locations in 68 countries, shape the decarbonisation transformation of our industries across the globe. Read more on .

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