Service Management Practitioner

Service Management Practitioner

Project Role : Service Management Practitioner
Project Role Description : Support the delivery of programs, projects or managed services. Coordinate projects through contract management and shared service coordination. Develop and maintain relationships with key stakeholders and sponsors to ensure high levels of commitment and enable strategic agenda.
Must have skills : Incident Management
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education

Key Responsibilities:
Manage end-to-end relationships with infrastructure vendors such as HPE, Lenovo, and Dell.
Conduct monthly and quarterly vendor review meetings, assessing performance metrics, SLAs, and service improvement plans.
Ensure adherence to ITIL processes for incident, problem, change, and service request management.
Oversee vendor escalations, coordinate resolution activities, and ensure communication transparency.
Support vendor governance frameworks, ensuring alignment with enterprise infrastructure and business objectives.
Work with Hyperscaler environments (AWS, Azure, GCP) for integration and support coordination.
Prepare and present vendor performance reports and scorecards to senior management.
Drive continuous improvement initiatives and foster strong vendor partnerships.

Required Skills & Qualifications:
Bachelor s degree in information technology, Computer Science, or related field.
Strong understanding of Hyperscaler environments (AWS, Azure, or GCP).
Excellent knowledge of ITIL concepts ITIL certification preferred.
PMP Certification or equivalent project management experience required.
Proven ability to manage and influence external vendors in the IT infrastructure domain.
Excellent communication, negotiation, and stakeholder management skills.
Experience conducting vendor governance meetings and performance reviews.
Analytical mindset with proficiency in reporting and data-driven decision making.