AVP, Technology – Change Management, Service Transition

• Manage and optimize ITIL processes, particularly Change Management and Service Transition
• Identify process improvement opportunities and simplify controls
• Track and ensure successful implementation of technology changes
• Establish root causes of change failures and incidents, and propose preventive actions
• Drive Service Transition to address non-functional requirements before production
• Collaborate with relevant teams to implement process improvements
• Define process KPIs and work with MIS to develop dashboards
• Stay updated with industry best practices and trends in Service Management
• Provide leadership and mentorship to the Service Management team

• Minimum 15 years of experience in Service Management, designing, defining, and driving ITIL processes
• Experience in the Banking industry is preferred
• Strong leadership and management skills, with the ability to lead and motivate a team
• Excellent analytical and problem-solving abilities, with a focus on process optimization
• Proven track record in driving process improvements and implementing ITIL best practices
• Proficiency in using MIS tools and data analytics for process monitoring and reporting
• Strong communication and collaboration skills to work effectively with cross-functional teams
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities
• A relevant bachelor's degree in Computer Science, Information Technology, or a related field
• Certifications in ITIL or other relevant Service Management frameworks are highly desirable