Service Management Team Lead - Bengaluru, India - Taylor and Francis

Description

We are seeking a highly skilled and experienced Service Management Team Lead to join our dynamic team. The Service Management Team Lead will be responsible for overseeing the day-to-day operations of the service management analyst team based out of our Bangalore office, ensuring the delivery of high-quality services to our customers and users. This role requires a strong leader with excellent communication, organisational, and technical awareness, as well as the ability to collaborate effectively with various stakeholders.

What you'll be doing:

• Acting as a key point of contact for the services you represent
• Supporting the Service Owner, the Team Lead is responsible for the day to day handling of incoming tickets (Incidents, Service Requests etc) for T&F applications/products, and is responsible for the smooth operation and quality of Service Management related processes and practices.
• Act as a primary point of communication between business users and technical support teams and 3rd party vendors for general queries, incidents, problems and requests relating to the applications in scope.
• The Team Lead will provide guidance to the Service Analysts in line with the P&T Service Management Team Goals and KPIs with focus on quality and customer satisfaction, whilst providing regular and structured feedback and ensuring a harmonious and positive work environment.
• Foster a culture of continuous improvement and innovation within the team.
• Identify areas for process improvement and implement best practices to optimise service management within the team.
• Participate in daily SCRUM/Stand-up sessions with application support teams.
• Regular and open communication with business stakeholders using appropriate modes of communication
• Work alongside and share knowledge with other members of the Service Management team
• Ensure that ServiceNow is the start point and management toolset for all incidents and service requests relating to the relevant applications
• Ensure incidents and service requests are dealt with effectively and efficiently and in line with agreements
• Ensure bugs are reported to third parties as necessary and are followed up in line with agreements
• Track service delivery against KPIs and instigate corrective action where service levels are not being met
• Meet or exceed service level targets agreed with the Service Owner
• Escalate incidents or requests as appropriate and ensure all tasks are completed once reassigned
• Support the Change Management process that is followed for all system changes
• Assist with the establishment and maintenance of accessible technical and administrative documentation for applications/products
• Monitor progress of requests for support and ensures users and other interested parties are kept informed. Takes corrective action to avoid or minimize delays.
• Other related tasks and activities as assigned to them by the Service Owner and/or Head of Service Management.

• Significant experience in a Service Management role (or very similar).

• Good knowledge of MS Office applications, especially the Office 365 suite of products

• Has appropriate knowledge of a wide scope of information systems concepts and practice, including stages of systems development.

• Can demonstrate a rational and organised approach to the tasks undertaken and an awareness of the need to achieve quality

• Exposure to and/or strong awareness of IT Service Management frameworks such as ITIL

• Excellent communication skills, both written and verbal

• Good analytical ability, attention to detail, and ability to present reports and metrics

• Can demonstrate good problem-solving abilities

• Be able to adjust communication style and format as appropriate for staff at all levels

• Be able to translate business impacts into functional and/or technical requirements

• Be able to translate technical information into non-technical terms

• Be a strong team player
Desired

• Experience with Academic Publishing business processes and/or Taylor and Francis systems

• ITIL v3/4 Foundation

• Experience in usage of Service-Now, JIRA and/or Salesforce

What we're offering:

• 24 days annual leave
• Volunteering days annually
• Day off for your birthday
• Pension contributions
• Medical insurance for self and dependants; life cover and personal accident cover for self
• Seasonal social and charitable events
• Training and development
• Blended style and flexi working time
• Right tools for remote working

At Taylor & Francis we care about our colleagues, promoting work-life balance, wellbeing and flexible working. We believe that the skills and experience you bring to Taylor & Francis are invaluable. We want you to have the opportunity to develop your abilities, and to innovate and develop in areas which you are passionate about.

You must have the right to work and live in the India

The role is primarily office based and therefore you MUST reside within reasonable commuting distance of the office in Bangalore and be able to work on site for a minimum of three days per week. If you are unable to meet these requirements we will not be able to consider your application.