Senior Program Manager-IT ( IT Service Management)

Role & responsibilities

The Senior Manager (IT Service Management) will report to R1 IT India leader and will support ongoing efforts to strengthen the posture and continued expansion of IT Operations team. The role will be primarily responsible for managing R1 ITSM function in India and will have dotted line responsibilities to other IT Ops leaders for specific functions. The Senior Manager will perform people management duties for ITSM teams with an India presence, while working with their respective team leaders that would manage their day-to-day work. [AT1] The role will contribute to improve IT processes by actively reviewing and identifying process gaps, encourage best practices through the end-end processes, identify areas of improvement, evaluate daily, weekly, and monthly teams productivity, provide feedback to the appropriate internal leaders.

Duties & Responsibilities

• Lead the internal IT support teams in our day-to-day IT operations, and contributing to the overall improvement of our IT processes and functions
• Lead IT service management functions in India and partner with Director of ITSM
• Provide leadership oversight for ServiceNow platform team and partner with the global leaders for alignment
• Be on-point for ITSM in India and escalate issues as needed to leadership
• Partner and collaborate with various IT teams for a swift handling of IT Operations processes and improvise best practices for IT support
• Manage high priority initiatives in a fast paced, highly technical environment managing large scale IT projects across global IT environments as needed
• Refine long term IT support processes as part of Customer Onboarding
• Provide thought leadership for implementation of new process, procedures, and policies for supporting end-users and R1 technology
• Contribute to the wider IT goals, juggling multiple and conflicting priorities in a timely manner
• Holding the teams to the highest standards, project discipline and accountability 
• Accelerate adoption of existing technologies and educate end users.
• Demonstrate a focus on listening to and understanding client/business needs and then exceeding service and quality expectations.
• Encouraging a culture of knowledge-sharing and collaborative work flow among departments and project teams
• Monitor progress and learning processes by keeping track of engagement, project outcomes and other metrics
• Providing relevant coaching, training and support to champion a knowledge management culture
• Manage relationships and coordinate work between different teams at different locations
• Report Knowledge Management activities to all levels of management.
• Metrics related to Knowledge Management for Continuous Process Improvement
• Promoting collaboration and knowledge sharing through defining, supporting and encouraging the use of knowledge to employees of all skill levels and roles
• Ensuring that knowledge technologies are up-to-date and working according to function, as well as ensuring that employees are not misusing company tech infrastructure
• Controlling the accessibility and flow of knowledge within the organization and to external parties
• Monitor progress by leveraging analytics to assess the impact, engagement, functionality and effectiveness of knowledge management strategy
• Assist with building the overall ITSM Roadmap for Service Transition process and procedures
• Responsible for the execution of the process controls, ensuring that staff comply with process and data standards
• Interfaces with other processes and/or business functions to ensure they are able to leverage the benefits provided by the Knowledge Management process
• Interfaces with other processes and/or business functions to ensure they are able to leverage the benefits provided by the Service Catalog process
• Management of ITSM and ServiceNow team members to include personnel requirements for goals and human resource requirements

[AT1]Not sure if this flows