Track Lead - Process Management, ServiceNow

Job Summary

Job Summary : Provide strategic leadership, governance, and continual improvement for Service Desk operations, ensuring high service quality, SLA achievement, cost efficiency, and excellent end‑user experience across all support tiers.

Job Responsibilities :

Own end‑to‑end Service Desk operations and performance (L1–L3 where applicable)\r\n Act as final escalation authority for critical service desk issues and customer concerns\r\n Define and enforce Service Desk operating model, SOPs, and standards\r\n Monitor and improve SLAs, KPIs, CSAT, FCR, MTTR, and call/ticket volumes\r\n Drive incident reduction, shift‑left, and automation initiatives\r\n Oversee major incidents from a service desk perspective in collaboration with Incident Management\r\n Ensure effective staffing, capacity planning, and skill management\r\n Lead service reviews, operational governance, and leadership reporting\r\n Manage vendor and third‑party Service Desk partners (if applicable)\r\n Ensure strong integration with Problem, Change, Knowledge, and SLM processes\r\n Drive knowledge management maturity and self‑service adoption\r\n Coach, mentor, and develop Service Desk Leads (L1/L2) and team managers

Skill Requirement :

ITIL 4 Service Management (Service Desk / Incident / Request practices)\r\n Strong understanding of Service Desk metrics and performance models\r\n Experience with global, multi‑shift, multi‑language support environments\r\nITSM tools expertise (Service Now or equivalent)\r\n Automation, self‑service, and experience‑led support models (UEO/DEX focus)

Other Requirement :

Strategic thinking with operational execution\r\n Strong customer and executive stakeholder management\r\n Calm decision‑making under pressure\r\n Continuous improvement and transformation mindset\r\n People leadership and coaching capability

The Tools & Automation Engineer plays a crucial role in enhancing operational efficiency through the development and maintenance of automation tools. This position focuses on asset management and ITIL processes, ensuring that all solutions align with organizational standards for quality and cost. The engineer will work collaboratively to deliver high-quality code and support existing projects while responding to client requests.

Key Responsibilities

1. Lead Process Management Initiatives By Implementing Itil Best Practices And Optimizing Bmc Remedy And Ca Service Desk Workflows To Enhance Service Delivery And Operational Efficiency.
2. Analyze Client Requirements And Ensure The Support Team Delivers Exceptional Service Aligned With Client Expectations While Identifying Areas For Improvement.
3. Mentor And Guide Project Teams, Fostering Transparent Communication Of Project Goals, Timelines, And Responsibilities To Ensure Accountability And Performance Excellence.
4. Drive Innovation By Proposing New Ideas And Methodologies For Process Development, Leveraging Tools And Automation To Enhance Overall Organizational Progress.
5. Develop And Implement Data-Driven Solutions Tailored To Customer Needs, Utilizing Servicenow To Streamline Service Requests And Improve Response Times, Ultimately Achieving Positive Business Outcomes.

Skill Requirements

1. Strong Understanding Of Itil Framework And Process Management Principles.
2. Proficiency In Servicenow (Snow) Administration And Support.
3. Familiarity With Bmc Remedy, Ca Service Desk, And Avanti For Effective Service Management.
4. Excellent Problem-Solving And Analytical Skills To Enhance Operational Systems.
5. Strong Leadership Capabilities With A Focus On Team Empowerment And Development.

Other Requirements

Job Description : SLA and service availability achievement\\\\r\\\\nCSAT / NPS scores\\\\r\\\\n First Contact Resolution (FCR)\\\\r\\\\n Ticket volume and repeat incident reduction\\\\r\\\\n Cost per ticket / productivity improvement\\\\r\\\\n Knowledge and self‑service adoption\\\\r\\\\n Stakeholder satisfaction 1. Itil Certification (Optional But Valuable)
2. Servicenow Certified System Administrator (Optional But Valuable