Sr Associate, ITSM Service Delivery, Governance
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Job Description
Structured overview of role & requirementsAbout This Role
Manage and ensure compliance of Service Level & Availability Management practices across IT organization to meet business and client SLA targets.
Provide IT Availability controls, KPIs, and reporting to monitor and improve IT Application & Infrastructure availability and reduce major incident frequency and impact.
Maintain and develop the Service Availability In-Sight Portal, generate availability plans, and engage stakeholders for continuous service delivery improvement.
Minimum Requirements
At least 6+ years of experience in IT Service Delivery or equivalent with strong ITIL knowledge across Incident, Major Incident, Request, Problem, Release, Change, Capacity, and Configuration management.
ITIL accreditation or Computer Science degree or equivalent related discipline required.
Proficiency in ServiceNow/CMDB, Excel (pivot tables), PowerBI, SQL scripting, Confluence, Sharepoint, and dashboard creation and reporting.
Work Experience Required: Minimum 6+ years as specified. Notice period: Not explicitly mentioned in the JD.
Ideal Candidate Profile
Experienced in independently executing and improving IT Service Level & Availability Management practices with measurable impact on SLA compliance and incident reduction.
Technically skilled in deploying ITIL-aligned processes combined with automation tools and data analysis to optimize IT service availability.
Strong analytical mindset with ability to define process workflows, perform continuous improvement using statistical and analytical methods, and communicate effectively with business and technology stakeholders.