Principal, ITIL Coach

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

• Demonstrate high levels of energy in your leadership

• Advocate for the team and uphold our culture of accountability through effective communication
• Strive for excellence and maintain high-quality standards in all work performed
• Foster trusted advisor relationships with business partners by demonstrating credibility, reliability, empathy, and a focus on their needs
• Perform additional job-related duties and responsibilities as assigned
• Qualifications / Skills / Experience

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

• India, Hyderabad

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