Senior Manager, Service Management & Automation

The role

The Senior Manager, Service Management & Automation owns the IT service management practice and the automation and agent estate for Enterprise Technology & Operations. This role manages the ITSM platform, aggregates service performance reporting, and oversees the enterprise automation backlog.

What you will do

• Own the IT service management practice including incident, problem, service request, change and continual improvement
• Own the service catalogue, request taxonomy and classification standard
• Define the service level framework and tier definitions
• Own problem management end to end
• Maintain practice documentation including process definitions and work instructions
• Aggregate and report overall service performance across ET&O functions
• Run monthly service reviews and quarterly business reviews
• Act as product owner for the ITSM platform and manage migration from Zendesk to Atlassian Jira Service Management
• Own the enterprise automation backlog for ET&O
• Design and operate the agent lifecycle

Required qualifications

• Demonstrated ownership of an ITSM platform implementation or migration
• Proven experience leading a team, including performance management and capability development
• Demonstrated experience aggregating and reporting service performance across multiple teams to an executive audience
• Track record delivering tool implementation and integration projects to schedule
• Experience of workflow automation at production scale, using Power Platform, UiPath or comparable low-code and RPA tooling
• Good fluency in English
• Process design and governance
• Data discipline
• Programme and project management discipline
• Strong written and verbal communication
• Atlassian Jira Service Management administration, or equivalent ITSM platform depth
• Configuration management database and asset data modelling

Nice to have

• Bachelor’s degree in computer science, information technology or a related discipline, or equivalent experience
• 12+ years in IT, of which at least 5 in service management practice ownership
• Regulated-environment experience with working knowledge of 21 CFR Part 11 or GxP
• ITIL 4 Managing Professional, or ITIL 4 Foundation with a commitment to complete Managing Professional within twelve months

About the company

eclinicalsolutions is an organization where the Senior Manager will support employees globally from the eCS India office.