Service Management-Principal Lead at Ameriprise… · Gurugram

Service Management-Principal Lead Location: Gurugram, Haryana, India About Our Company Ameriprise India LLP has been providing client based financial solutions to help clients plan and achieve their financial objectives for 20 years. We are part of Ameriprise Financial Inc., a US financial planning company headquartered in Minneapolis with a global presence and diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of year-end 2024. The firm’s focus areas include Asset Management and Advice, Retirement Planning and Insurance Protection. Be part of an inclusive, collaborative culture that rewards you for your contributions, and work with other talented individuals who share your passion for doing great work. You’ll also have plenty of opportunities to make your mark at the office and a difference in your community. So, if you're talented, driven and want to work for a strong, ethical company that cares, take the next step and create a career at Ameriprise India LLP. Job Description he primary role is to ensure that standard methodology, processes and tools are developed that provide repeatable results and are adopted across the user community. The IT Service Delivery group manage the delivery of all infrastructure and applications used by the business. The function of this role is to manage and enforce the day-to-day service management processes defined for the operation of these systems. Including: • ITSM Process Consulting for CM/KM/EM but primarily problem management • Service Level Reporting • Continuous Service Improvement • Data Analytics & Data Visualization • ServiceNow Operations • Major Incident Management • IT Asset Management (HAM & SAM) • Understanding around Cloud Technologies (AWS, Azure) • Understanding around Data Warehouse Principals Key Responsibilities Provide appropriate governance oversight to ensure that the practitioner community is adhering to standard methodology, processes, and practices. Define the organizational measures required to determine the state of the practice area and if practitioners are operating successfully. Develop and administer the tools required to effectively measure practitioner skill assessments. Lead the development of a continuous feedback process for practitioners to identify process improvements. Technology analytics process Ownership, Championship & Improvement Thorough understanding of technology assets/environments/services, business needs and SLAs. Lead the creation and management of processes and reports that provide insight into improvement opportunities. Build and lead a Team of ITIL Service Management Professionals. Act as the Services Process Manager for the Problem, Change, Knowledge & Event Management processes and the workflows associated with each. Partner with adjacent services team leaders to deliver our service operations strategic plan and roadmap. Define, implement, and maintain the key performance indicators (KPIs) of the services including the generating and distributing of reports to measure the effectiveness and value of the services. Chair the operational review cadence for internal governance related to service performance against our KPIs and targets. Conduct root cause analysis/postmortem meetings and facilitates the problem management process for lessons learned and preventive recurrence. Manage and drive the incident and change management processes to always ensure operational stability. Develop framework and serve as a facilitator of audits and assessments to ensure processes and services are fit for purpose and support the mission. Serve as an expert analyst and advisor to plan, manage, and execute Process Improvement & partner with Data Science team in finding potential use cases for ITSM Intelligent Automation ( AI ML ). Knowledge of ServiceNow Predictive Analytics & other ML Tools. Python & R Scripting is good to have. Knowledge of PowerBi & advance ServiceNow reporting. Manage employee performance, setting objectives, and conducting regular team and individual performance reviews. Create and build relationships with key business stakeholders Decision Making Authority: Frequently interacts with subordinate supervisors, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company Interacts with the VP of Managed Services and the Business Unit Constituents to rationalize, enhance and evolve our Managed Service offerings. Continuous Improvement Work with application teams to determine the impact of application changes to the monitors configured for an application and determine if any changes or additions are required. Assist teams in identifying monitoring requirements and implementing the appropriate monitors to achieve the desired results. Use experience, expertise, and data analysis to collaborate with manager and team members in the identification of corrective action to increase efficiency, improve performance and meet or exceed targets. Identify scope of process improvements & logging defects or enhancements for the same in ServiceNow. Participate in ITSM Process enhancement, defect fixes & thoroughly test them in ServiceNow Lower environment. Able to keep all the process documents & SharePoint site up-to date. Required Qualifications Bachelor’s degree in Business, Computer Science, Information Technology or related field; or equivalent work experience. 10-15 years’ experience in project execution role across the solution delivery life cycle (e.g. requirements, analysis, testing, and implementation). Demonstrated proficiency in assigned practice area (including general practice, methodology, tools and processes). Superior written and verbal communication skills; to include developing executive level presentations. Proven practice area leadership experience, including ability informally lead and mentor peers across the practice community. Effective at building and maintaining a resource network; demonstrated skills in building effective business consulting relationships. ITIL Foundation or Expert certification Work experience of Service Management tools, preferably ServiceNow Excellent communication skills & practices delivery of ITIL process training sessions. This role require managing Team Leaders & individual contributors across TI Operations ServiceNow Operations Data Science for ITSM Intelligent Automation ITIL Expert PowerBI Flexera One Process consulting Training & Coaching In-Office Collaboration We are a client-centric, relationship-based business. Working together, in-person, is foundational to how we achieve results. By fostering a culture of face-to-face collaboration, idea sharing, productivity and personal connection, we deliver for our stakeholders — clients, advisors, employees and shareholders. Our employees work in the office at least three (3) days per week, with flexibility to work from home two (2) days per week. Some roles may require additional in-office time or different in-office expectations, and specific requirements will be discussed during the hiring process. Full-Time/Part-Time Full time Timings (2:00p-10:30p) India Business Unit AWMPO AWMP&S President's Office Job Family Group Technology Ameriprise India LLP is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, genetic information, age, sexual orientation, gender identity, disability, military status, veteran status, marital status, pregnancy, family status or any other basis prohibited by law. We are committed to fostering an inclusive and accessible recruitment process for individuals with disabilities. If you require a reasonable accommodation to participate in the application or interview process, speak to your recruiter to discuss how we can support you. Additional Locations: Noida, Uttar Pradesh, India