31 IT Service Transition jobs in India
Senior Transition Manager
Posted 5 days ago
Job Viewed
Job Description
Inviting application for the role of, Transitions (Manager /senior Manager) Location - Hyderabad / Delhi NCR
In this role, you will be dealing with Practice SME’s, Operations’ Leaders, Lean Digital Transformation Team, Analytics Team, Customers / Relation Managers / Enabling Functions / Global teams.
The Transition function plays a key role in stabilizing new processes being migrated within the designated areas and ensuring smooth running of the same. This includes setting up of performance metrics, regular monitoring of processes, ensuring controls are in place, risk analyses are performed for every process, adequate training of resources, establishing communication channels with various internal/ external teams for long terms' success.
Responsibilities
· Develop an understanding of the E2E solution and value being proposed
· Give to the creation of the E2E Transition strategy/solution, along with the TL, by Consolidating relevant inputs from cross-functional teams and Validating assumptions for the proposed digital compendium proposed.
· Participate in Pre-Transition Workshops to gain further insight and fine-tune the solution to meet clients stated and unstated needs and own all RFP document updates and develop and refine Client engagement strategies with client expectations and relationship management practices
· Understand G’s Digital Compendium - Transformation Services offerings, solutions, digital assets, and their deployment toolkits - with a sharp focus on client/domain-specific agendas
· Taps into internal networks – TLs / SMEs / SDLs / People Function etc. to identify significant ideas or customize existing transformation solution in accordance to client’s expectations
· Owing expectations and gain relevant agreement/ownership to drive the Project agenda as laid out and Identify and communicate risks, and co-create change solutions throughout the Project period
· Build foundational knowledge of revenue, AOI impact, and cost drivers for a business and Responsible for SLA Adherence during the transition lifecycle (90 days post go-live)
· Foresee, assess, communicate, and mitigate project & process risks to impacted parties
Qualifications we seek in you!
Minimum Qualifications
· Postgraduate/Graduate
· Technical/ Digital background - Project Management Professional (PMP) from PMI or equivalent certification
· Project management / active Transitions experience
· Exposure to project management tools and technologies; familiarity with any of the major ERP platforms (e.g. SAP or Oracle)
· Relevant experience in consulting and organizational change
· Digital Pseudo Native: Build a Digital Mindset
· Strategic and Outcome Focused Client Interactions: Build positive relationships with the Client on a bedrock of Project / Change / Risk-based conversations
· Controller of ‘E2E Transition Costs’: Be accountable for Transition Costs
· ‘Global’ Viewpoint Holder: Demonstrate Client / Domain insights through internal and external intelligence to build checks and balances for best in breed solutions
Preferred Qualifications/ Skills
· Experience or exposure on digital deployment or projects
· Experience in engaging in strategic and tactical discussion with senior partners to sell the product offering
· Provide inputs for Transformation Focused with E2E view of the proposed solution
· Proficient in leading the project set up through to delivery new capabilities, and closure for all deals
· Excellent interpersonal skills
· Proficient in MS Office
Transition Project Manager
Posted 5 days ago
Job Viewed
Job Description
WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients, and communities.
Working at WPP means being part of a global network of more than 100,000 talented people dedicated to doing extraordinary work for our clients. We operate in over 100 countries, with corporate headquarters in New York, London and Singapore.
WPP is a world leader in marketing services, with deep AI, data and technology capabilities, global presence and unrivalled creative talent. Our clients include many of the biggest companies and advertisers in the world, including approximately 300 of the Fortune Global 500.
Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow.
Why we're hiring:
Manging end to end Project Management space. Successfully managed multiple projects involving Development and Implementation. Expertise in Stakeholder Management, Vendor Management, Methods, Processes & Developing Cost Effective Solutions to meet customer / business requirements.
What you'll be doing:
- Working closely with business stakeholders to develop a strategy in terms of focus accounts & service propositions.(F&A, OTC, RTR, PTP)
- Defining service standards and governance structure that work as a benchmark for exceptional service delivery.
- Facilitating end-to-end delivery of the programs/ projects, meeting internal and external objectives
- Cost estimation, risk, scope, schedule, resource, quality, and change management
- Value-adds, continuous process, and productivity improvement
- Assisting in defining the project management strategy and leading the design & implementation of a common project management methodology, standards, and tools to ensure the successful delivery of projects
- Pioneering the implementation of application at an internal testing environment /client’s location and extending post-go-live and application maintenance & support to the client
- Determining that the program delivery team structure is adequate and applying compliance, best practices, approach & direction for the technical aspects of the organization's practice
- Managing weekly/ monthly/ quarterly project reviews with client & leadership, integration with project counterparts including proactive problem management, daily change calls, and incident management.
- Reviewing the project charter; kicking-off the project to understand requirements and client’s expectations.
- Developing project plan and project documents and collecting requirements, defining scope, estimating the cost and time, and also engaging the architect and other required resources
- Distributing & receiving sign-off on the project documents with scope, high-level solution design, project cost planning assumptions, risks, terms, and conditions.
- Deliver the Infra project E2E based on the PMI methodology. o Project Delivery – Service / Project lead for 3ROI account
What you'll need:
- Minimum 15+ years of experience in Project Management for (F&A, OTC, RTR, PTP).
- Strong knowledge of Stakeholder Management
- Strong knowledge of accounting & Finance processes.
- Strong communication skills for negotiation & reconciliation
- Self-motivated
- Commercially focused with a strong Client service approach
- Calm under pressure
Who you are:
You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working.
You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.
You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.
What we'll give you:
Passionate, inspired people – We aim to create a culture in which people can do extraordinary work.
Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.
Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?
We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.
WPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.
Please read our Privacy Notice ( ) for more information on how we process the information you provide.
Group Manager- Transition
Posted 2 days ago
Job Viewed
Job Description
A career in IBM Consulting embraces long-term relationships and close collaboration with clients across the globe. In this role, you will work for IBM BPO, part of Consulting that, accelerates digital transformation using agile methodologies, process mining, and AI-powered workflows.
You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio, including IBM Software and Red Hat.
Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you'll be supported by mentors and coaches who will encourage you to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in groundbreaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and learning opportunities in an environment that embraces your unique skills and experience.
**Your role and responsibilities**
· As Transitions and Transformations Lead, you are responsible for handling finance clients in different industries and across Finance and Accounts.
· You will own client engagements/contracts across geographies & provide transition support for establishing processes, metrics identifications and reporting.
· Establish and maintain a robust tracking mechanism for key indicators of the operations to support decision-making.
· Responsible for achieving transformation at a high level of change management experience, including challenging, inspiring, and leading the team.
· Responsible for tracking and driving all process parameters 'critical to quality' for process delivery.
· Assist management with career development activities for team members, team leaders and managers, including performance management, feedback, and training.
· Ensure adequate mentorship and training of team members to ensure process objectives and Customer requirements are met.
**Required technical and professional expertise**
· Minimum 12- 15 years of experience in Finance and Accounting Transitions and Transformations.
· Proven experience in creating and developing value propositions, business cases, and industry-specific offerings.
· Ability to ideate strategic direction and initiatives through designing business outcome models, contracting structures and identification of new opportunities and business lines.
· Proficient in supporting the sales team in building compelling business cases for prospect clients to the offshore business and working closely with Process Delivery leaders in identifying improvement opportunities and implementing the same across all processes.
**Preferred technical and professional experience**
· Expertise in leading efforts on continuous process improvements and transformation along with carrying out maturity assessments.
· Proven experience in understanding of end-to-end F&A process.
· In-depth process knowledge in central finance reporting, management reporting and reports.
IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Group Manager- Transition
Posted 2 days ago
Job Viewed
Job Description
A career in IBM Consulting embraces long-term relationships and close collaboration with clients across the globe. In this role, you will work for IBM BPO, part of Consulting that, accelerates digital transformation using agile methodologies, process mining, and AI-powered workflows.
You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio, including IBM Software and Red Hat.
Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you'll be supported by mentors and coaches who will encourage you to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in groundbreaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and learning opportunities in an environment that embraces your unique skills and experience.
**Your role and responsibilities**
· As Transitions and Transformations Lead, you are responsible for handling finance clients in different industries and across Finance and Accounts.
· You will own client engagements/contracts across geographies & provide transition support for establishing processes, metrics identifications and reporting.
· Establish and maintain a robust tracking mechanism for key indicators of the operations to support decision-making.
· Responsible for achieving transformation at a high level of change management experience, including challenging, inspiring, and leading the team.
· Responsible for tracking and driving all process parameters 'critical to quality' for process delivery.
· Assist management with career development activities for team members, team leaders and managers, including performance management, feedback, and training.
· Ensure adequate mentorship and training of team members to ensure process objectives and Customer requirements are met.
**Required technical and professional expertise**
· Minimum 12- 15 years of experience in Finance and Accounting Transitions and Transformations.
· Proven experience in creating and developing value propositions, business cases, and industry-specific offerings.
· Ability to ideate strategic direction and initiatives through designing business outcome models, contracting structures and identification of new opportunities and business lines.
· Proficient in supporting the sales team in building compelling business cases for prospect clients to the offshore business and working closely with Process Delivery leaders in identifying improvement opportunities and implementing the same across all processes.
**Preferred technical and professional experience**
· Expertise in leading efforts on continuous process improvements and transformation along with carrying out maturity assessments.
· Proven experience in understanding of end-to-end F&A process.
· In-depth process knowledge in central finance reporting, management reporting and reports.
IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Deputy Group Manager- Transition
Posted 2 days ago
Job Viewed
Job Description
A career in IBM Consulting embraces long-term relationships and close collaboration with clients across the globe. In this role, you will work for IBM BPO, part of Consulting that, accelerates digital transformation using agile methodologies, process mining, and AI-powered workflows.
You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio, including IBM Software and Red Hat.
Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you'll be supported by mentors and coaches who will encourage you to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in groundbreaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and learning opportunities in an environment that embraces your unique skills and experience.
**Your role and responsibilities**
· As Transitions and Transformations Lead, you are responsible for handling finance clients in different industries and across Finance and Accounts.
· You will own client engagements/contracts across geographies & provide transition support for establishing processes, metrics identifications and reporting.
· Establish and maintain a robust tracking mechanism for key indicators of the operations to support decision-making.
· Responsible for achieving transformation at a high level of change management experience, including challenging, inspiring, and leading the team.
· Responsible for tracking and driving all process parameters 'critical to quality' for process delivery.
· Assist management with career development activities for team members, team leaders and managers, including performance management, feedback, and training.
· Ensure adequate mentorship and training of team members to ensure process objectives and Customer requirements are met.
**Required technical and professional expertise**
· Minimum 12 - 15 years of experience in Finance and Accounting Transitions and Transformations.
· Proven experience in creating and developing value propositions, business cases, and industry-specific offerings.
· Ability to ideate strategic direction and initiatives through designing of business outcome models, contracting structures and identification of new opportunities and business lines.
Proficient in supporting the sales team in building compelling business cases for prospective clients to the offshore business and working closely with Process Delivery leaders in identifying improvement opportunities and implementing the same across all processes
**Preferred technical and professional experience**
· Expertise in leading efforts on continuous process improvements and transformation along with carrying out maturity assessments.
· Proven experience in understanding of end-to-end F&A process.
· In-depth process knowledge in central finance reporting, management reporting and reports.
IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
IT Service Management Specialist/Associate Director, Service Management Specialist
Posted today
Job Viewed
Job Description
Brand: HSBC
Area of Interest:
Location:
Hyderabad, TG, IN,
Work style: Hybrid Worker
Date: 24 Oct 2025
Some careers shine brighter than others.
If you're looking for a career that will help you stand out, join HSBC, and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
HSBC is one of the largest banking and financial services organizations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realize their ambitions.
We are currently seeking an experienced professional to join our team in the role of Associate Director, Service Management Specialist
In this role you will:
- Maintain and oversee the IT Service Incident Response and Recovery INCM.1 Control, Operating Instructions, procedures, and supporting documentation.
- Operate processes to ensure Controls and performance are met and can be evidenced, whilst oversee key forums, materials, and MI reporting.
- Contribute towards Continuous Improvement process through data analytics, stakeholder and management feedback, and industry best practices
- Support engagements with Audit, 2LOD, GCOO, and external parties on Control or process-related reviews and queries, and drive remediation of any resulting Audit actions, Helios risks, MSIIs etc
- Respond to changing organisational needs and help ensure processes and controls remain relevant and effective.
- Build effective and supportive working relationships throughout IT Service Management and with stakeholders across various GBGIs.
To be successful in this role you should meet the following requirements:
- Experience in service management processes like Incident, Change, Problem, Service Level Management and or relevant working experience.
- Self-motivated and an enthusiastic attitude.
- Experience or knowledge of IT control framework, understanding of risk culture in a financial institution.
- The ability to deliver in a pressurised time critical environment, prioritising own and team workloads.
- Knowledge/Experience of Service Management policies, standards and processes.
- General understanding of IT software, hardware, networks and operations.
- Formal certification in Service Management (such as ITIL qualification) and/or relevant working experience.
- Excellent communication, inter-personal and negotiating skills, focusing on verbal, remote and written communications, inclusive of ability and experience in interacting with senior management.
- Excellent leadership skills and people management experience.
- Good decision making and problem-solving ability.
- Strong analytical skills to understand and use metrics to draw conclusions.
- Situational Leadership.
You'll achieve more when you join HSBC.
is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working, and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
Issued by - HSBC Software Development India
IFS Field Service Management
Posted 11 days ago
Job Viewed
Job Description
Role - IFS FSM / PSO Consultant
Experience : 4+ Years
Location : Pan India
Work Mode : Hybrid
Required Qualifications:
- Hands on experience and knowledge of IFS FSM Cloud, V10, AURENA Technology and functions
- Aware of IFS tools like Scope Tool, Click learn and other related tools
- Domain knowledge Telcom (preferrable), EPCI, Manufacturing, Retail Logistics, Services (one or more)
- Handled Solutions, functional architecture for an IFS FSM Implementation program on one or more domains listed above
- Minimum 4 years of experience in IFS FSM Implementation projects
- Minimum two e2e implementation experiences in FSM/PSO
- Should have the knowledge of all the associated IFS modules and integration steps used in the project
- Ability to drive the areas from various work streams within FSM solution
- Ability to set expectation and manage the expectations with the customer
- Ability to identify any requirements in advance and communicate to right team with proper lead time
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Service Management/ Senior Consultant Specialist
Posted 1 day ago
Job Viewed
Job Description
Brand: HSBC
Area of Interest: Technology
Location:
Hyderabad, TG, IN,
Work style: Hybrid Worker
Date: 21 Oct 2025
Some careers shine brighter than others.
If you're looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.
We are currently seeking an experienced professional to join our team in the role of Senior Consultant Specialist.
In this role, you will:
+ New, modified or retired services meet the expectations of the business as documented in the service strategy and service design stages of the lifecycle.
+ Define, document and agree the business services offerings attributes, knowledge articles and content.
+ Identify and mitigate blockers across deliverables.
+ Be an intermediate focal point for all the escalations matters and drive for resolution & root cause analysis.
+ Proactively identify problem and resolve, make decisions based on sound, rational judgment and stakeholder needs. Provide suggestions for the improvement of existing knowledge & content management.
+ Own and analyse customer requirements, feedback & issues and look at effectively completing them. Strive to deliver outstanding customer service and drive to achieve/improve exceptional customer loyalty, satisfaction.
+ Identify services changes from cyber function and other integration Items, including their attributes and relationships for implementation and update service catalogue.
+ Team Interaction & Training and Knowledge Sharing
+ Operate as part of a global team and responsible for delivery of cyber security services.
+ Ensure adherence to the three lines of defense organisational model with clear lines of responsibility, accountability and segregation of duties.
+ Ensure compliance with internal audit and external regulators that any organisational changes are fit for purpose and meet their expectations
+ Lead & manage team of consultants, analysts & contracts to support & drive the short-term assignments.
+ Performance Management responsibility and support career development of team.
To be successful in this role, you should meet the following requirements:
- 8+ years of experience in Service Management with at least 4-5 years of experience working on Service Catalogue, Service Request, Knowledge & content management.
- Must have good exposure to Agile Scrum practices and methodology
- Strong knowledge of ITSM processes and familiarity with other ServiceNow modules
- Demonstrated experience in designing and transition process-based services
- Ability to transform Business Requirement into Business Process.
- Proven ability to lead and facilitate business/technical discussions and training sessions
- Excellent verbal, active listening and written communications skills along with demonstrated facilitation, presentation and stakeholder management skills
- Proven analytical and problem-solving skills
You'll achieve more when you join HSBC.
is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
Issued by - HSBC Software Development India
Information Technology Service Management Specialist
Posted 5 days ago
Job Viewed
Job Description
BMC is looking for a Lead System Administrator to join our amazing team!
In this role, you will be a part of a team of system administrators, responsible for providing Windows, Linux, AWS, Kubernetes, Docker & Virtualization support on VMware & Cloud technology. You will maintain and support all OS platform, Private, and public cloud deployment.
Here is how, through this exciting role, YOU will contribute to BMC's and your own success:
- Develop, configure, and maintain ITSM workflows, modules, and integrations.
- Implement automation and AI/ML-driven solutions (chatbots, predictive service management, workflow optimization) to improve service outcomes.
- Partner with stakeholders to gather requirements, design scalable solutions, and deliver enhancements.
- Ensure ITIL-aligned processes (Incident, Problem, Change, Request, Knowledge) are effectively supported and optimized.
- Provide advanced technical support for ITSM platforms, including complex troubleshooting, root cause analysis, and resolution of high-priority issues.
- Collaborate with operations teams to ensure platform reliability, performance tuning, and proactive monitoring.
- Integrate ITSM platforms with enterprise applications, monitoring tools, and cloud services.
- Mentor junior team members and contribute to development best practices.
- Stay updated on emerging ITSM, AI, and automation trends to propose innovative solutions.
To ensure you’re set up for success, you will bring the following skillset & experience:
- Bachelor’s degree in computer science, Information Systems, or equivalent experience.
- 5+ years of hands-on ITSM development experience (BMC Helix ITSM - Digital Workplace (DWP), Business Workflow).
- Proficiency in programming/scripting (Java, JavaScript, Python, SQL, REST APIs).
- Proven track record in implementing automation within ITSM platforms.
- Solid understanding of ITIL practices and enterprise IT operations.
- Experience in system integrations across ITSM and enterprise ecosystems.
- Experience providing advanced production support, including incident resolution, performance troubleshooting, and issue prevention strategies.
- Hands-on experience with BMC Helix ITSM / BMC Remedy development and administration.
- Hands-on experience with BMC Innovation Studio
- Exposure to AI/ML in ITSM (intelligent routing, NLP chatbots, predictive analytics).
- Familiarity with cloud platforms (AWS, Azure, GCP) and containerized deployments (Docker, Kubernetes).
- ITIL v3 or v4 Certification.
Information Technology Service Management Analyst
Posted 5 days ago
Job Viewed
Job Description
Job Description:
Role : Lead Functional Analyst- ITSM
Mandatory skills : ITSM, ITAM, ServiceNow, Service Request Management, ITIL
Experience : 8-12 years
Location : Bangalore
Role Description:
We are seeking a motivated Lead Functional Analyst to join our dynamic DIOE - ESM
Applications & Processes team. This is an exciting opportunity to drive continuous
improvement within our framework, significantly impacting our operational efficiency
and user satisfaction.
About the Role
As the Lead Functional Analyst, you will be a key player in defining, maintaining, and
enhancing our processes. You will collaborate extensively with several stakeholders and
various divisions, ensuring process harmonization and alignment across the enterprise.
A significant focus of this role is to prepare for the future by exploring and implementing
cutting-edge solutions, particularly around Generative AI, within our ServiceNow
environment to further optimize our process.
Key Responsibilities
Process Ownership & Optimization
● Define the vision, strategy, and roadmap for the ITSM process in line with
PSL/Product priorities. Request management will be a primary focus process to
start with.
● Enforce policies, procedures, and standards to ensure consistent execution.
● Act as the primary point of contact and ultimate authority for all aspects of the
request management process.
● Drive process governance at Airbus Group level and worldwide (including
alignment with AH, ADS and roofs)
● Serve as the primary owner and subject matter expert for the end-to-end Request
Management process, ensuring its alignment with business objectives and ITIL
best practices.
● Continuously analyze, evaluate, and identify opportunities for improvement within
the E2E process lifecycle, focusing on efficiency, effectiveness, and user
experience.
● Design, develop, and implement process enhancements and new workflows,
ensuring seamless integration with existing IT service management processes.
● Drive efforts to reduce the overall fulfillment time and ensure requests created
are fulfilled through automated or self-service which helps in achieving proactive
process optimization.
● Ensure process documentation (e.g., policies, procedures, manuals) is current,
accurate, and readily accessible.
● Maintain the end-to-end workflow, from submission to fulfillment.
● Continuously review the process for inefficiencies, bottlenecks, and areas for
improvement, implementing changes to enhance user experience and
operational efficiency.
● Oversee the development, management, and maintenance of the Service Catalog,
ensuring it is user-friendly, accurate, and comprehensive.
● Collaborate with service owners and PSLs/domains to define and onboard new
request able services into the catalog.
Cross-Functional Collaboration & Harmonization
● Act as a central point of contact for Request management process queries and
escalations across the organization.
● Champion process harmonization initiatives, ensuring consistent application of
request management principles and practices across different organizational
silos.
● Build strong, collaborative relationships with cross-functional teams to ensure
effective communication and mutual understanding regarding request
processes.
Feature Implementation & Enhancement
● Lead the entire lifecycle of new feature implementation within the request
process, from requirements gathering and design to testing, deployment, and
post-implementation review.
● Work closely with ServiceNow administrators and developers to translate
process requirements into technical solutions within the platform.
Transversal Topics : Generative AI (GenAI) Integration & Innovation
● Research emerging GenAI capabilities and trends, specifically focusing on their
applicability within the enterprise ITSM tool (ServiceNow).
● Propose and champion innovative GenAI-driven solutions to enhance the
Request management process.
● Collaborate with innovation and development teams to prototype, test, and
implement GenAI solutions so as to enhance process efficiency.
Tool Expertise
● Possess a general functional understanding of ServiceNow's Request
Management module and related ITSM,ITAM applications.
● Work directly within ServiceNow to configure workflows, rules, and forms to
support process requirements.
● Stay current with new ServiceNow features and releases, assessing their
potential impact and benefits for request management.
We are looking for candidates with the following skills and experience:
● Educated 4-year degree level (or equivalent) in Information Technology
● > 5+ years’ experience in this role or equivalent
● Scrum / Safe methodology
● Strong work ethic, initiative, and attention to detail
● Is able to make his ideas heard. Take risks based decisions.
● Is able to Influence and impact - ability to identify key stakeholders to engage,
challenge them and get their buy in.
● Is keen to be developed and develop others.
● Embrace diversity and background of thought, and use the collective intelligence
● General knowledge of ServiceNow and its foundations
● Manage IT/Business Change & Customers Expectations & Needs
● Ability to work and communicate in a multicultural environment, spanning across
different cultures.
● Risk based approach, creative and Innovative thinking
● Strong & Excellent communication skills with the ability to synthesize complex
information and present them to different stakeholders.
● Leadership, Team Player and collaborative mind-set
● Ability to get involved in various initiatives related to processes and willing to
support organizational needs that span beyond the day-to-day activities.
● Good knowledge and experience on Service Now technology
● Follow Hybrid WoW efficiently
Measures of success and outputs
The role will be measured by the following business measures:
● Analyze and understand business technical & functional requirements
description of matching products and technologies
● Conduct in-depth discovery meetings, targeted at understanding,
capturing and identifying the complex business requirements and
operational objectives of the customer, with our recommendations on
automation/Best practices & best solutions adapted to their needs
● Develop a solid understanding of the customer's existing business and
business processes ideally end-to-end, the key drivers and measures
of success for the
● Identify areas for improvement in business processes providing
possible IT solutions compliant with our global strategy
● Supports the different IT ESM Product Manager in the Product/Service
Planning based on the customer requirements
● Define & develop the required specification documents to be reviewed
with stakeholders and Product team members
● Serve as liaison between Product Management teams and technical
resources during product
● Follow the development and implement to ensure integrity of the
solution delivered with Product’s team support.
● Continuously look for opportunities to increase/optimize efficiency of
operations.