Service Management Professional (Pune/Bangalore, India)

About SKF

SKF start edits operations in India in 1923. Today, SKF provides industry leading automotive and industrial engineered solutions through its five technology-centric platforms: bearings and units, seals, mechatronics, lubrication solutions and services. Over the years the company has evolved from being a pioneer ball bearing manufacturing company to a knowledge- driven engineering company helping customers achieve sustainable and competitive business excellence.

SKF's solutions provide sustainable ways for companies across the automotive and industrial sectors to achieve breakthroughs in friction reduction, energy efficiency, and equipment longevity and reliability. With a strong commitment to research-based innovation, SKF India offers customized value-added solutions that integrate all its five technology platforms. To know more, please visit: www.skf.com/i

n
SKF India has been recognized as a Top Employer2024 by the Top Employers Institute, acknowledging excellence in People Practices. To know more, Please visit: https://www.skf.com/in/news-and-events/news/2024/2024-01-18-skf-india-recognized-as-top- employer-2024-by-top-employers-institu

te
SKF Purpose Statem

entTogether, we re-imagine rotation for a better tomorr

ow.By creating intelligent and clean solutions for people and the pla

net
JOB DESCRIP

TION
Job Title: Service Management Profess

ionalReports To: Head Service Desk & SIAM Opera

tionsRole Type: Individual Contri

butorLocation: Bangalore

/Pune
MAIN PURPOSE OF THE POS

ITION:The IT Service Management Professional is responsible for overseeing and managing the delivery of IT services across Business Areas, group organizations, and IT suppliers to secure performance in line with operational needs. To identify where the delivery is inadequate and this includes designing, implementing, and maintaining lean IT service processes and procedures to ensure smooth operation of IT infrastructure, applications, and factory digitalization equipment. The role involves coordinating with various teams to prioritize and resolve incidents, changes, and problems, while also continuously improving service delivery through the adoption of best practices, industry standards, and SKF digitalization foundation princ

iples.
Key responsib

ilities Develop, implement, and maintain IT service management practices including processes and procedures based on ITIL (Information Technology Infrastructure Library), and SKF digitalization foundation prin

ciples. Manage the performance of incident, problem and change management processes to ensure timely resolution of issues and minimize service disru

ptions. Oversee the service desk practice, including ticket triaging, escalation, and resolution, to meet SLA targets and customer expect

ations. Conduct regular reviews and audits of ITSM processes to identify areas for improvement and optimi

zation. Collaborate with internal to SKF organizations teams to assess and address service-related risks and vulnerabilities, ensuring compliance with security policies and regul

ations. Facilitate communication and collaboration between IT and business stakeholders to align IT services with organizational goals and prio

rities. Lead or contribute to ITSM projects, such as process improvements and/or service trans

itions. Stay informed about emerging trends and developments in ITSM practices, technologies, and sta

ndards. Actively work with SIAM to provide stable, secure, and efficient IT services to the bu

siness. Be an integral part of a high performing team that is focused on the continual availability of IT Services in support of various business processes and IT Services in the business areas/r

egions. Understand and contribute towards enhanced end user experience within the business, making SKF IT a preferred business p

artner. Understand and manage customer expectations, escalations, and participate in business meetings as necessary to support/ enable the r

egions.
Education and Ex

perience Proven experience in IT service management roles, with a strong understanding of ITIL principles and pr

actices. Proficiency in IT service management tools and software (e.g., ServiceNow, Remedy

, JIRA). Excellent communication, interpersonal, and leadership

skills. Strong analytical and problem-solving ab

ilities. Open to embrace technological advancements e.g. A

I, GenAI Ability to work effectively in a fast-paced, dynamic environment and manage multiple pri

orities. Experience with project management methodologies (e.g., Agile, Waterfall) is

a plus. Experience in Managing an Operational IT environment showing focus on Operational Stability whilst implementing Change projects and driving continuous impr

ovement. Manage vendors in an outsourced IT envi

ronment. Fluent in English

language
Education & Cert

ification Bachelor's degree in Information Technology, Computer Science, or relat

ed field. Professional certification in IT service management (e.g., ITIL Foundation, ITIL Practitioner, or equ

ivalent).
If interested, please share your resumes to sharath.kumar