Job Overview:
Business Service Management Implementation Lead reports to the Capability Center Service Management Lead. It is a contractor position starting with one-year term contract, with potential to be transformed into a permanent job. The position drives the design, deployment, and implementation of BSM processes across the functions and locations in capability centers. This role will be responsible for aligning business service management practices with business objectives, ensuring seamless integration of BSM product and business services, and fostering a culture of operational excellence.
Key Responsibilities
- Process Design & Implementation
• Lead the development of BSM processes (e.g., service catalog management, Business outcome KPI management, escalation and feedback management).
• Collaborate with functional and enterprise stakeholders to define service management models and drive adoption of the BSM practices.
• Ensure alignment with the BSM framework
- Stakeholder Engagement
• Work closely with functional and enterprise teams, IT teams, and external partners to gather requirements and ensure successful adoption.
• Facilitate workshops and training sessions to promote understanding and usage of BSM processes.
- Tool Integration & Optimization
• Support the configuration and integration of service management platforms (e.g., ServiceNow).
• Monitor performance metrics and identify opportunities for automation and optimization.
- Governance & Compliance
• Establish governance structures to ensure process adherence and continuous improvement.
• Maintain documentation and ensure compliance with internal policies and external regulations.
- Reporting & Insights
• Develop dashboards and reports to track service performance and process maturity.
• Provide insights and recommendations to senior leadership.
