CISNGE - ITIL Service Management Process Consultant Infosys

About Infosys

Job Description

You will be responsible for overseeing the entire management of the ITIL/SIAM processes, ensuring that the supporting tools are aligned with the processes and efficiently managed with clear categorization, prioritization, and attributes. Your role will involve ensuring that the processes adhere to process governance standards, meeting SLAs and KPIs, and aligning solution estimations with the delivery scope of work. As a Process - Subject Matter Expert, you will act as the central point of contact between technical teams, stakeholders, and leadership, providing timely updates and establishing clear communication channels for the process mission, goals, and objectives to all stakeholders. You will be required to document and maintain process procedures, resolve any cross-functional issues, and ensure proper staffing and training for execution across the organization. Your responsibilities will also include developing and refining process management procedures to enhance efficiency and effectiveness, monitoring, measuring, and reporting on the effectiveness of the process to senior management, and engaging in CSI (Continual Service Improvement) and collaboration with the customer organization to drive continuous improvement. Additionally, you will be expected to ensure clear and consistent communication across teams and external parties, as well as lead a team of 4-5 Process Managers/Consultants. Your role will be crucial in driving process improvement, stakeholder management, and overall process efficiency within the organization.,