Job Description

Job Title : Service Portfolio Management Location : Mumbai, Chennai & Pune Experience : 5-10 yrs Skills Primary Skills : Service Delivery Management Secondary Skills : Quality Assurance, ITSM / CMMI-Services Proficiency : Facilitate regular Operational & Quality process reviews and other working sessions with multiple Projects and Key Stakeholders as required. Participate in regular in Cross Functional Services group meetings focused on Continual Service Improvement across all ITSM process areas Identify and lead the execution of process improvement initiatives. Regularly review and update Policy, Process, and Procedure documents and ensure all updates are reviewed, approved, and deployed, to include requisite training of all impacted parties and stakeholders Ensure efficient and effective integration between assigned process areas and other related ITSM process areas (e.g. Incident, Request, Configuration Management, etc.) In partnership with IT Service Delivery staff, ensure technical support teams are operating in adherence with all ITSM Policies and Processes & Quality standards, and with associated contractual Service Level Agreements In partnership with IT Project Management Office, leverage ITSM knowledge to facilitate regular reviews of operational readiness criteria to help ensure stability and supportability of all new or modified services To manage all the QA activities in across Support Projects and Functions which include maintaining process effectiveness of the QMS, tracking changes in applicable standards, process facilitation, project and department audits facilitations. Metrics consolidation Review & Support. Employee awareness about ISO 9001:2015, ISO 20000-1:2018, CMMI Svc v 2.0 and related & relevant standards, conducting regular process trainings. Process Skills : In-depth knowledge and understanding of ITSM Framework & ISO 9001:2015, ISO 20000-1:2018, CMMI Svc v 2.0 standard Demonstrated record of successful project management, process development, and process improvement in QMS implementations and trainings Provide subject matter expertise during internal and external quality system audits Provide management with plans and status updates on assigned responsibilities and goals and escalate issues in a timely manner Work with process owners to devise appropriate Metrics to improve product and process quality, identify and implement solutions to track the cost of quality and improvements Should be able to facilitate project teams and ensure projects\' QA-QMS compliance (especially facilitation for new projects, new PL/PM) Drive timely process activities (project start reviews, kick-off meetings, defect prevention reviews, audit reporting, NC closure verification, CAPA and improvements across the organization) Evaluates for completeness, effectiveness and proper identification of root cause, knowledge and experience performing RCA using formal techniques (8D, Fishbone, 5-why), support teams with RCA, establish and support best practices for problem-solving, root cause analysis Review all CAPAs, monitor effectiveness of CAPAs Enable process improvements using known techniques (e.g., Kanban, Quality circles), monitor and track the effectiveness of implemented actions and overall effectiveness of the system Impart QMS training to engineers and delivery team for quality processes (classroom sessions and through quality newsletter/bulletins/FAQs) Behavioral Skills: An academic degree or equivalent qualifications Fluent in English language, spoken and written Excellent communication and facilitation skills Ability to build trusted relationships across IT Analytical approach Proficiency in ServiceNow / Summit AI is beneficial Willing to work in flexible timings based on project & process requirements. Certification : ITIL4 Foundation or higher and ITIL V3 Intermediate or higher certification or similar working experience in IT Service Management Training Or Certification in ISO 9001:2015, ISO 20000-1:2018, CMMI Svc v 2.0 standard\'

foundit