MS National- ITSM - Service Catalogue & RF Senior Associate - Operate

Request Fulfilment and Catalogue Senior Associate  - Job Description 

Job Summary: 

The request fulfillment manager is the owner of the request fulfillment process. He or she is responsible for designing, implementing, monitoring, and improving the request fulfillment process, and ensuring that it aligns with the business needs and the ITIL best practices. The request fulfillment manager also coordinates with other process owners, such as change management, incident management, or problem management, to ensure that the requests are handled efficiently and effectively. The request fulfillment manager should have a strong knowledge of the IT services, the request fulfillment tools, and the performance metrics for request fulfillment.                                       

Key Responsibilities: 

Request Fulfilment Manager: 

• Oversee the end-to-end lifecycle of service requests, ensuring they are logged, categorized, prioritized, and fulfilled efficiently. 

• Ensure compliance with service level agreements (SLAs) and organizational policies. 

• Analyze the request fulfillment process to identify areas for improvement. 

• Implement strategies to streamline workflows and enhance efficiency. 

• Collaborate with service desk teams, technical support, and IT service areas to coordinate request fulfillment. 

• Maintain open communication with users to understand and meet their needs. 

• Develop and implement request fulfillment processes to ensure efficient handling of service requests. 

• Ensure all requests are logged, categorized, prioritized, and fulfilled in a timely manner. 

• Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs) for request fulfillment. 

• Conduct regular audits and quality checks to ensure compliance with organizational standards and procedures. 

• Drive continuous improvement initiatives to enhance the request fulfillment process and overall service quality. 

• Implement feedback mechanisms to gather input from users and stakeholders for process enhancements. 

• Maintain accurate records of request fulfillment activities and prepare regular reports for management. 

• Document process changes and ensure all relevant documentation is up to date. 

• Utilize and manage service management tools and technologies to automate and streamline the request fulfillment process. 

• Stay updated on industry trends and emerging technologies to recommend improvements to the service management infrastructure. 

• Lead and manage the request fulfillment team, providing guidance, training, and support. 

• Set performance goals and conduct regular performance reviews for team members. 

• Foster a collaborative and customer-focused team environment. 

• Work closely with other IT service management teams, such as incident management, problem management, and change management, to ensure seamless service delivery. 

• Collaborate with business units to understand their needs and ensure the request fulfillment process aligns with business objectives. 

Service Catalogue Responsibilities: 

• Develop and maintain the service catalog, ensuring it accurately reflects all available services. 

• Regularly update the catalog to include new services, retire outdated ones, and modify existing services as necessary. 

• Ensure that service descriptions are clear, accurate, and accessible to users. 

• Collaborate with service owners, IT teams, and business units to gather information on service offerings. 

• Liaise with stakeholders to ensure that the service catalog aligns with business objectives and user needs. 

• Facilitate workshops and meetings to educate stakeholders about service catalog processes. 

• Implement and manage processes for the creation, approval, and maintenance of the service catalog. 

• Ensure that all changes to the service catalog are documented and communicated effectively. 

• Develop and enforce policies and procedures for service catalog management. 

• Conduct regular reviews and audits of the service catalog to ensure accuracy and completeness. 

• Monitor key performance indicators (KPIs) related to service catalog usage and effectiveness. 

• Implement improvements based on feedback from users and stakeholders. 

• Provide support and guidance to users in navigating the service catalog and understanding available services. 

• Develop communication strategies to promote the service catalog and increase user awareness. 

• Gather and analyze user feedback to enhance the service catalog experience. 

• Provide support and guidance to users in navigating the service catalog and understanding available services. 

• Develop communication strategies to promote the service catalog and increase user awareness. 

• Gather and analyze user feedback to enhance the service catalog experience. 

• Drive continuous improvement initiatives to enhance the service catalog and its management processes. 

• Stay informed of industry trends and best practices in service catalog management. 

Required Skills & Qualifications: 

• Bachelor’s degree in information technology, business administration, or a related field. 

• Proven experience in IT service management or a similar role, with a strong understanding of ITIL processes. 

• Excellent leadership and team management skills. 

• Strong analytical and problem-solving abilities. 

• Exceptional communication and interpersonal skills. 

• Experience with service management tools like ServiceNow, BMC Remedy, or similar platforms. 

Preferred Qualifications: 

• ITIL v3/4 Certification (Foundation or higher). 

• SAP technical or functional background (BASIS, ABAP, SAP Functional modules). 

• Experience with SAP on cloud platforms (AWS, Azure)