Location
Secunderabad | India
Job description
- Reporting to the Director of ITIL Center Of Excellence, the ITIL coach/trainer will promote the organizations culture and manage the department s training program to educate and align resource capabilities with company processes, policies, and various international quality standards including ISO/IEC 2000 (IT Service Management Code of Practices)
- This position collaborates with leadership and support teams to oversee the smooth delivery of quality training solutions and manages the certification processes
- A qualified candidate will have recent experience managing global ITIL training programs and possess accredited training and ITIL certifications
- In addition, this person will assist with improvements to current internal managed services methodologies, recommend new processes, procedures, and provide analytical support, training, and guidance to other teams as needed
- Working with numerous remote team members spread across multiple time zones is required in this role
Essential Duties Responsibilities
- Design, deploy, and operate a world-class ITIL/ITSM training program to enable optimal service delivery by support and leadership teams.
- Champion excellence and develop a culture of execution.
- Provide one-on-one coaching and mentoring to individuals or teams to support their understanding and application of ITIL best practices and company processes.
- Conduct standard assessments and report/track ITIL training goals of individuals and teams.
- Utilize various training methods such as multi-media, virtual interactive workshops, group activities, and in-person instructor led training to promote the desired culture and capabilities.
- International travel is required.
Additional Duties Responsibilities
Education
- Bachelor or master s degree in computer science or related field, or equivalent work experience
- ITIL certification at the Expert or Master Level
Locations
Experience
- 8+ years of experience in technology or service management
- Proven experience in delivering ITIL training and coaching services
- Exceptional communication and interpersonal skills
- Analytical mindset with ability to assess complex situations and provide practical solutions.
- Deep working knowledge and understanding of ITIL and IT Service Management.
- Working knowledge of ServiceNow is a plus.
- Consulting experience is a plus.
Skills
- Advanced knowledge of ITIL best practices, IT Service Management and managed services.
- Broad expertise in service management systems like ServiceNow, Salesforce Service Cloud, Cherwell, and Jira.
- Ability to be persuasive and influence customer relationships in a positive direction
- Skills in MS Office Suite (Word, Visio, Excel, Power Point, MS Teams, etc.)
- Ability to multitask, managing competing priorities and administrative tasks.
- ITIL certification required
Job tags
Salary