GDS Enterprise Technology - Service Design and Knowledge Lead

GDS Enterprise Technology - Service Design and Knowledge Lead

Ernst & Young Global Services Philippines Inc
Not Specified
Not Specified

Job Description

The Service Management (SM) Service Design and Knowledge Management Global lead role is responsible for management of the strategy, roadmap and priorities definition for SKM as well as the monitoring the ongoing ‘wellness of Information Technology (IT) SKM processes, procedures and policies. The role drives the analytical review of SKM scheduled reporting and other metrics to confirm that the end-to-end processes are operating in a Business as Usual (BAU) mode or to identify exceptions to same. The role leads discussions with business leaders on identified process exceptions and recommends potential solutions to rectify breaks in a specific process. The role requires a solid working knowledge of and certification in the Information Technology Infrastructure Library (ITIL) framework as part of the role's core mandate to drive best practices in the alignment of business needs to IT capabilities. The role acts as thought leader in the use of the Service Management tool as trainer to the user population and are advanced users of its monitoring capabilities for IT's processes. The role has management responsibility for the Service Transition, Service Catalog, Service Knowledge Management sub teams who provide the process analytics.
Responsibilities, Qualifications, Certifications - External
Technical responsibilities:
  • Oversee broad set of L4 leaders responsible for delivering scope of Service Design responsibilities
  • Provides strategy for the ITIL service lifecycle
  • Leads Service Design to align with business need, uses a systematic approach that helps businesses manage risk, improve customer relations, increase efficiency, and build a stable, scalable IT environment
  • Experience on Service Design Management (Service Transition, Service Catalog, Service Knowledge Management)
  • Good hold on Design & Strategy activities of Service Management
  • Process Designing, design thinking, Six Sigma, Agile methodologies and documentation

Cross-functional responsibilities:
  • Collaborate with various stakeholders such as Client Technology, Product Owners across EYT
  • Continuous interaction with Business Office on matters such as Budget, Talent and Procurement
  • Interaction with Business Relationship Management (BRM) & Operations Team
  • Review Demand Management to access service design
  • Ability to understand business drivers and customer strategy and develop /maintain strong relationships.

Leadership/Management responsibilities (e.g., manage and develop direct reports, vendor management, etc.):
Responsible for defining latest skills and capabilities required for the team
Participate in training and upskilling strategic planning to address the skill and capability needs
Participate in talent management strategic planning (e.g. talent acquisition needs, retention, etc.)
Serve as a subject matter expert of product and service
Set, manage and accurately execute against budgets and timelines
Knowledge Management:
  • KCS implementation
  • Information analysis- responsible for the organization's commitment to efficiency and effective analysis of data, including processes to acquire and validate information on a regular basis
  • Information content publishing - Defines and manages content management process to meet user's needs
  • Technical specialism - Maintains an in-depth knowledge of specific technical specialists (can be any aspect of information or communication technology, technique, method, product or application area
  • IT Management - Identifies and manages resources for the planning, development and delivery of specific information and communications systems services. Influences senior level customers and project teams through change management initiatives, ensuring infrastructure is managed and managed to provide agreed levels of services and data integrity. Takes full responsibility for budgeting, estimating, planning and goals settings. Plans and manages implementation of processes/procedures, tools and techniques for performance monitoring.
  • Develops and defines policies/actions that affect the activities and results of the company.

Knowledge and Skills Requirements:
Candidate must have an in-depth understanding of Service Knowledge management, Service Catalog, Service Transition management
Specific expertise should include:
  • Overall 20+ years of experience in IT / ITES industry
  • Extensive experience with ServiceNow, Knowledge management, Service Catalog and transition management
  • Knowledge and deep understanding of IT Infrastructure Library offerings (ITIL® 4)
  • Knowledge and deep understanding of ITSM - Information Technology Service Management
  • 10-12yrs of exp in ITIL Based Service Management practices. understanding of industry practices and international standards
  • All aspects of the IT infrastructure Operations and critical components and services, including the delivery mechanisms and IT associated with each, and the technical and operations infrastructure.
  • Strong problem-solving skills and the ability to logically break down a problem into smaller manageable parts to solve.
  • A proven expert in managing multiple stakeholders at all levels of the organization, specifically at senior management level.
  • Ability to organize, delegate, and leverage resources to accomplish objectives.
  • Strong organizational skills & exceptional ability to remain calm under stress.
  • Excellent team skills, both as a leader and as a team player.
  • Excellent communication skills, especially related to facilitation, documentation and reporting.
  • Highly developed relationship management, influencing and leadership skills.
  • People Management:
    • Lead, motivate, and coach
    • Supervisory skills and the ability to leverage support from other parts of the organization.

Supervision Responsibilities:
As manager, the role requires seasoned management skills inclusive of recruiting staff, setting objectives aligned, reviewing accomplishments, coaching for success and counselling for improvement. Assigned staff may be remote based and/or in a work from home setting that will require distance management skills across locations, cultures and time zones.
Other Requirements:
The role may also require the periodic allocation of additional time on the job to support multiple demands and escalating issues.
Job Requirements:
College degree in related technology field (Computer, Engineering, Science, etc.) or comparable job experience
  • Approximately 20+years of experience in an Operational/Service Management/ Service Knowledge Management/ Service Design
  • Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers
  • Coordination, negotiation, and persuasion skills
  • Understanding of Lean, Agile and DevOps.

Certification Requirements:
  • KCS
  • ITIL V3 Expert, ITIL 4 Foundation / ITIL 4 Managing Professional
  • Service Now Knowledge
  • Program/project management skills and experience advantageous

Job Details

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