Rahul Sharma
Service Management Leader @GuideIT
Signup · Get unlimited contacts
WORK HISTORY
Service Management Leader @GuideIT
Plano, TX, US
The Service Manager is responsible for managing an IT Service Management (ITSM) team whose primary function is to define, implement and maintain Service Management governance, methodologies (ex. ITIL), standards and procedures that can be applied across the IT organization. Additional responsibilities include management of the ITSM Tool development team. These teams are comprised of Process Managers and Leads and Analysts.Lead Service Management team with dual duties of Service Management process governance, operations and Service Management tool development. • Champion all ITSM Processes and Activities• Developed and lead an ITSM operations and technical team• Execute on Incident, Problem and Change Management processes and procedures• Lead Team of Incident, Change and Problem Managers• Track and coordinate Incident Management within Support and Operations, resulting in decreased time to ticket closure.• Manage projects related to ITSM delivery improvement• Create, maintain and follow policies to improve internal services• Establishes policy, procedures, and standards to ensure consistent, high quality delivery of service management• Promote and support the deployment of Service Management processes to all groups interacting with Problem Management, Change Management and Incident Management• Secondary support for Configuration Management, Vendor Management, Procurement, Asset and Service Level Management• Development, document and implement process and procedures to support Service Operations• Ensure a cycle of continuous improvement is applied to all services and processes• Using reporting and spot checks to identify areas of improvement from a process and user perspective• Monitoring and measuring service efficiency and effectiveness• Improve overall operations of Managed Services• Review Service Management account statistical data across the enterprise to identify risks/issues/improvements and communicate with Leadership
EDUCATION
National institute of Technology Jalandhar India
Bachelor of Technology, Electornics and Communications
ABOUT RAHUL SHARMA
An accomplished global IT professional with diversified experience in IT Service Management, Process Engineering, Business Relationship Management, IT Service Delivery, People Leadership, IT Asset Management and Operational Support.I utilize a diverse combination of proven skills in leadership, project management, business development, process management and technical knowledge to deliver maximum results. I’m focused on improving the alignment of strategic and tactical direction between IT organization and their internal and external customers while meeting the objectives of the business. I’ve demonstrated ability to direct complex projects, build and lead teams (on-shore and offshore), and complete projects on-time and on budget. Adept in providing quality business solutions, enhancing operational efficiency and effectiveness, evaluate, implement and streamline workflow processes utilizing best practices built on the ITIL framework.Specialties• ITIL Service Management • Service Level Management• Project Management• Technical Operations• IT Asset Management• Process Improvement• Contract/Pricing Negotiations• Vendor Management• Business Relationship Management• People Development• Incident Management• Change Management
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.