Job Overview:
Based in our Bengaluru office and reporting into Enterprise IT (EIT) Leadership you will lead Arm Service Management office, a team operating a 16x5 shift pattern (IST 9.30am - 01.30 am) with on call coverage for critical incidents, making sure that IT services are delivered and improved in line with both current and future needs. You will define and lead all aspects of EIT Service Management strategy, ITSM processes and policies, procedures and drive continuous service improvement in service delivery aligned with Arm’s goals.
Responsibilities:
- Develop and implement the function's strategy in alignment with the overall strategy.
- Lead, mentor and develop a team of service management professionals encouraging a culture of excellence, successful and continuous improvement.
- Collaborate with senior leadership and partners across the business to understand and meet their Service Management requirements.
- Drives the implementation and evolution of ITIL processes and standard methodologies.
- Ensures the delivery of high-quality IT services including Incident, Problem, Change and Major Incident Management
- Develops and leads the IT service catalogue and offering, ensuring effective use processes, tools and technologies
- Monitor, measure and report on overall Service Management performance
- Identify areas for improvement and implement initiatives to enhance service quality, efficiency and customer satisfaction
- Drives the development and implementation of service level agreements and KPIS that align with IT strategy and goals.
- Ensures service delivery is done in compliance with regulations, standards and policies. Identifies and handles risks associated with IT service delivery and appropriate mitigation strategies are in place
- Acts as the primary point of contact for Service Management. Builds and maintains strong relationships within across the company, partnering and facilitating communication and collaboration to ensure seamless service delivery
Required Skills and Experience:
- 10 years experience in an IT Service management, with at least 5 years in a management/leadership role
- ITIL v3/ideally v4 Expert or equivalent
- Experience of ITSM ticket management tools, preferably ServiceNow
- Passionate about and dedicated to delivering high quality service
- Strong leadership and people management skills, with a consistent track record to build and lead impactful teams
- In depth knowledge or ITIL and/or other service management frameworks and standard processes
- Ability to handle multiple priorities and work effectively in a fast-paced environment.
- Excellent communication, negotiation and stakeholder leadership skills.
- Superb analytical and problem-solving skills with a focus on continuous improvement
- Ability to engage, build and sustain trusted relationship both internally and externally.
“Nice To Have” Skills and Experience:
- Delivery experience in a complex, externally regulated environment!
In Return:
Arm is committed to global talent acquisition, offering an attractive relocation package. With offices worldwide, Arm is a diverse organization of dedicated, creative, and hardworking engineers. By enabling a dynamic, inclusive, meritocratic, and open workplace where everyone can grow and succeed, we encourage our people to share their outstanding contributions to Arm's success in the global marketplace.
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Accommodations at Arm
At Arm, we want our people to Do Great Things. If you need support or an accommodation to Be Your Brilliant Self during the recruitment process, please email accommodations@arm.com. To note, by sending us the requested information, you consent to its use by Arm to arrange for appropriate accommodations. All accommodation requests will be treated with confidentiality, and information concerning these requests will only be disclosed as necessary to provide the accommodation. Although this is not an exhaustive list, examples of support include breaks between interviews, having documents read aloud or office accessibility. Please email us about anything we can do to accommodate you during the recruitment process.
Hybrid Working at Arm
Arm’s approach to hybrid working is designed to create a working environment that supports both high performance and personal wellbeing. We believe in bringing people together face to face to enable us to work at pace, whilst recognizing the value of flexibility. Within that framework, we empower groups/teams to determine their own hybrid working patterns, depending on the work and the team’s needs. Details of what this means for each role will be shared upon application. In some cases, the flexibility we can offer is limited by local legal, regulatory, tax, or other considerations, and where this is the case, we will collaborate with you to find the best solution. Please talk to us to find out more about what this could look like for you.
Equal Opportunities at Arm
Arm is an equal opportunity employer, committed to providing an environment of mutual respect where equal opportunities are available to all applicants and colleagues. We are a diverse organization of dedicated and innovative individuals, and don’t discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.