Service Management Lead

Service Management LeadLocation: Wilmington, DEModel: OnsiteJob Type: Full time/ ContractJob Summary: This job posting is for an existing, active vacancy and we are currently looking for ITIL Process operations consultants. The person in this role should work as a process coordinator for Major Incidents/Incident/Problem/Change/Release/Requests/Knowledge Mgmt or similar roles. Along with executing process operations work, this role requires identification of continual improvement, data analysis, IT process reengineering, ITIL process training to name a few.Job Description: *** delivers large application maintenance support (AMS) -managed services and IT Infrastructure managed services (IMS) to many customers. As part of AMS and IMS delivery, *** will also implement Service Management Office (SMO) which will implement and operate ITIL best practices. This role will be part of SMO working in AMS/IMS engagements. All our AMS/IMS managed services engagements are matured with ITIL process. We are constantly looking to enhance or transform our managed services. We expect our SMO process consultants to implement transformational trends such as Service Integration Management (SIAM), IT Automation, knowledge management, Agile-Operations (AgileOps), AIOps.Knowledge Requirement: Demonstrates knowledge and experience in the following areas:ITIL Process based operations on Version 3 /ITIL 4Major Incident ManagementIncident operationsRequest Management operationsChange and release managementService Level ReportingStrong expertise in Service Operations and Service transitionDetailed documentation of ITIL process, the process document should consist of inputs / outputs, process dependencies, RACI Metrics, detailed process steps, KRA, metricsPrepare training material and conduct trainingPerform ITIL process-based auditsAdvice service now / other tools team to configure ITIL processIdentify automation use cases, get this configured through technical teamsDrive Continual Service ImprovementsSalary: Fulltime: Contract: AI tools may assist in the recruitment process; however, all hiring decisions are made by the recruitment team based on a comprehensive evaluation of candidates. "*** is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin, or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities. Candidates can request a reasonable accommodation by contacting the company ADA Coordinator at ***.