Service Controller (Infrastructure Management)

• Service Management Leadership: Lead and manage the ITIL service management processes, including Incident Management, Problem Management, Change Management, Service Request Management, Configuration Management, and Service Level Management.

• ITSM/tooling Functional Support: Be a liaison with the tooling support team/developers as it relates to configurations in ITIL processes.

• Process Improvement: Continuously evaluate and improve ITIL processes to enhance service delivery, efficiency, and customer satisfaction.

• Stakeholder Engagement: Collaborate with business stakeholders, IT teams, and external vendors to ensure alignment of IT services with business objectives. Maintain and develop customer relationship.

• Monitoring: Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs) to ensure compliance and identify areas for improvement. Prepare and present governance meeting (Operational, Steering committees)

• Incident and Problem Management: Lead the resolution of major incidents and problems, ensuring root cause analysis and preventive measures are implemented.

• Change Management: Manage the change management process and CAB to ensure changes are implemented smoothly and with minimal disruption to services.

• Documentation and CMDB: Maintain comprehensive documentation of ITIL processes, procedures, and ITSM configurations.

• Ambassador for Accenture: Share Accenture success experience & legacy, Relay the local & regional messages & strategy, Ease the inter-site communication/cross cultural aspects

Must have

• Service management experience
• 2 years managing service contract in IT infrastructure
• Knowledge in IT Infrastructure Production environment
• Fluency in written and spoken English language is a must
• Good presentation & communication skills
• Automation mindset
• Market/IT Industry understanding

Nice to have

• BSc/MSc in Computer Science & Engineering or in business administration
• Cloud fundamentals, Experienced in Cloud based environment like GCP, AWS, Azure, AliCloud, etc is a plus
• ITIL V3 or V4 Foundation
• Interpersonal skills proficiency
• Good Leadership and management competencies
• Able to work flexible hours, including weekends by the needs of the business
• Able to work overtime, as needed