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Title:  Head IT Service Management - Manager


Navi Mumbai, IN

Date:  Nov 17, 2021


Chain IQ is an independent, global service company providing strategic, tactical and operational procurement for its clients. Chain IQ operates from its main centers – Zurich (headquarters), New York, London, Singapore, Mumbai and Bucharest – and is currently servicing more than 20 countries (including Germany, China, Hong Kong, Japan and Australia).

Chain IQ is growing! In order to provide our clients continuously with an excellent service, we want to further strengthen our team in Mumbai and are therefore looking for you!


The Head IT Service Management is responsible for the service lifecycle management of a global portfolio of cloud based and on-premises applications supporting internal business processes, as well as customer facing services.


The Head IT Service Management will lead the overall IT Service Lifecycle management of Chain IQ Digital solutions to ensure technology services and solutions are delivered at levels appropriate for the business and process owners. These services include, but are not limited to, Low code Application Implementation and Management, IT Quality Assurance, IT Demand and Portfolio Management, Release Management, Service Level Management, Capacity Management, and working with the other IT service towers on Continual Service Improvements.


The role will require thought leadership on application roadmaps, implementation projects, on-going system enhancements, and ownership of multiple ITIL processes across Service Strategy to Operations including Incident, Problem Management and Change Management planning and delivery.


Tasks and Responsibilities:        


  • Service design, transition and operation of Chain IQ Digital application and services portfolio comprising of IT SM, P2P, S2C and Category management applications.
  • Collaborate with business, IT developers and process owners to identify and maintain service activities necessary to effectively deliver, manage and enhance services to meet business needs
  • Ensure applications are ready to support new or existing processes and service levels with oversight of Incident, Problems, Change, Release and Testing and Capacity management.
  • Work closely with business and process owners to develop realistic and robust quality assurance and resource plans to reduce risk when introducing changes to platforms, and effectively manage service delivery expectations.
  • Understand and communicate business priorities to ensure appropriate resources are allocated to projects requiring the most critical deliverables to the business user community
  • Escalation point for technology and service delivery staff on respective applications within the IT Service portfolio 



  • Operation and administration of Chain IQ On-premise and SaaS IT SM, P2P and S2C applications. Actively manage the solution scope and technology risks for the delivery
  • Service transition of new technology products & solutions and onboarding Chain IQ Clients into the Digital Portfolio of services.
  • Ensure IT Processes are established, documented, and continuously improved while driving process and technology automations to realize efficiency and enhance service quality.
  • Manage building up and maintaining an automated and optimized testing infrastructure within the company following ITIL standards for our own internal software products and for different SaaS
  • Establish relationships and work closely with IT vendors to ensure successful delivery of all IT Service Management functions



  • The ability to collaborate with business community users to understand and deliver to their expectations by balancing IT capacity, risk, and service levels to avoid unwanted outcomes.
  • Balance of business and technology acumen and necessary critical thinking skills to collect and process information to recommend effective solutions.
  • Outstanding problem solving and analytical skills and ability to articulate high-level technical solutions to business problems and to tie the solutions to program success criteria
  • Ability to think holistically across the IT landscape and understand the flow of work and impact of your role at each stage of the IT Service Management lifecycle
  • A strong understanding of business processes and seasoned in leading IT services and applications life-cycle management , preferably with experience in one or more areas, including P2P, e-sourcing, contract lifecycle management, and other applications supporting business areas such as T&E, Finance, HR, IT, and others
  • Knowledge of business ecosystems, SaaS, infrastructure as a service (IaaS), platform as a service (PaaS), SOA, APIs, open data, microservices, event-driven IT, predictive analytics, RPA and AI automation technologies
  • Knowledge of ITSM and Project management frameworks, information management practices, system development life cycle management, IT services management, IT security, agile and lean methodologies, infrastructure and operations, and EA.
  • Must be able to excellently communicate in English (written & verbal), proactive and responsible way of working with high degree of quality awareness
  • Ability to communicate complex ideas, concepts, and system behavior using various channels and methods of presentation
  • Excellent presentation skills with the ability to articulate new ideas and concepts to technical and nontechnical audiences
  • Minimum of bachelor’s degree or equivalent in relevant field of study
  • At least five years’ experience in a leadership role delivering complex IT services to business and/or process owners.
  • Must have prior IT Service Management and Application implementation, administration, and support experience.
  • ITIL Intermediate certification is a must. PMP & ITIL Expert certification is a plus.
  • Service Now implementation experience is a must. Digital Supply Chain and P2P application management experience is a plus.


Did we pique your interest? We would be pleased to receive your full online application via the "Apply now" button. 

Information for employment agencies: We only accept direct applications.

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