The opportunity

We are looking for a dynamic and experienced professional to join our team as ITSM Manager in Bangalore, India. In this role you will be responsible for defining and developing IT Service Management strategies to form an unified service desk for all of Unity’s IT function that includes, but not limited to IT Operations, GTM, Product, G&A Business Systems and Data & Analytics. This leader will have to work in collaboration with cross-functional IT teams to understand the services offered to the business functions, identify service gaps and implement solutions to improve productivity of business users.

What you'll be doing

• Define and Develop IT Service Management strategies to form an unified service desk for all of Unity’s IT. Work with IT stakeholders to define and deliver service requirements for their respective functional areas
• Implement best practices for IT service management, DevOps, incident response, change management and problem resolution. Create a portfolio of services that can be subscribed to by business users.
• Create a services catalog that not only defines the IT services but also maps them to the business processes. Identify staff, tools and specialised support requirements as necessary to ensure that operational and support processes are working as expected
• Responsible for leading a team of professionals in the areas of service transformation, Service Management, QA/Automation, metrics and reporting.
• Develop automation capabilities on the environment. Develop necessary documentation/knowledge articles as needed. Define and monitor key performance indicators (KPIs) to measure the effectiveness and efficiency of IT services.

What we're looking for

• Designed and implemented ITSM process for large corporates
• ITIL v3 practitioner Certification and knowledge of ITIL governance and control processes & procedures
• Fluent in English with excellent communication, collaboration, and problem-solving skills
• Have people management experience and responsible for performance management of direct reportees
• Experience on Service Management tools such as ServiceNow / Freshworks

You might also have

• Service Management experience in both Infrastructure and Software Services
• Test / QA Experience
• Experience in Software Development (SDLC) process.

Life at Unity

Unity [NYSE: U] is the world's leading platform of tools for creators to build and grow real-time games, apps, and experiences across multiple platforms. Creators, ranging from game developers to artists, architects, automotive designers, infrastructure experts, filmmakers, and more, use Unity to bring their imaginations to life across multiple platforms, from mobile, PC, and console, to spatial computing.

As of the fourth quarter of 2023, more than 69% of the top 1,000 mobile games are made with Unity as derived from a blended number of the top 1,000 games in the Google Play Store and iOS App Store. In 2023, Made with Unity applications had an average of 3.7 billion downloads per month. For more information, please visit www.unity.com.

Unity is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. Therefore, we provide employment opportunities without regard to age, race, color, ancestry, national origin, disability, gender, or any other protected status in accordance with applicable law. If there are preparations or accommodations we can make to help ensure you have a comfortable and positive interview experience, please fill out this form to let us know.

This position requires the incumbent to have a sufficient knowledge of English to have professional verbal and written exchanges in this language since the performance of the duties related to this position requires frequent and regular communication with colleagues and partners located worldwide and whose common language is English. Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Unity does not accept unsolicited headhunter and agency resumes. Unity will not pay fees to any third-party agency or company that does not have a signed agreement with Unity.

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