IT Service Management Manager

Role & responsibilities

• Lead and manage end-to-end IT Service Management (ITSM) operations across incident, problem, change, request, knowledge, configuration, and service-level management.
• Establish and continuously improve ITSM processes based on ITIL best practices and organizational requirements.
• Own Major Incident Management, ensuring rapid restoration of critical business services and effective stakeholder communication.
• Define, monitor, and report SLAs, OLAs, KPIs, and service-performance metrics.
• Drive root-cause analysis and problem management to reduce recurring incidents and improve service reliability.
• Manage Change and Release Management, ensuring changes are assessed, approved, implemented, and reviewed with appropriate controls.
• Lead the development and maintenance of the Service Catalog, CMDB, and IT asset management processes.
• Manage and optimize ServiceNow ITSM/ITOM/ITAM platforms, workflows, integrations, automation, and reporting.
• Drive ITSM automation and self-service initiatives to improve operational efficiency and user experience.
• Establish IT service governance, controls, policies, standards, and continuous-improvement programs.
• Coordinate with infrastructure, applications, cybersecurity, cloud, DevOps, engineering, and business teams to resolve service issues.
• Manage third-party vendors and service providers, including performance, SLA compliance, escalations, and governance.
• Prepare service-performance dashboards and executive reports covering incidents, changes, availability, SLA compliance, risks, and improvement initiatives.
• Support business continuity, disaster recovery, availability, and capacity management activities.
• Lead ITSM transformation initiatives, process maturity assessments, audits, and service improvement programs.
• Manage and mentor ITSM/service delivery teams and establish a culture of operational excellence.

Preferred candidate profile

• 6 to 11 years of IT experience, with significant experience in IT Service Management, IT Operations, Service Delivery, or ServiceNow.
• Strong practical knowledge of ITIL 4 and ITSM processes, particularly Incident, Problem, Change, Request, Knowledge, Configuration, and Service Level Management.
• Hands-on experience with ServiceNow ITSM, including Incident, Problem, Change, Service Catalog, CMDB, Knowledge Management, and reporting.
• Experience managing Major Incidents, conducting RCA, and driving corrective and preventive actions.
• Strong understanding of SLA/OLA management, IT governance, service reporting, KPI management, and continual service improvement.
• Experience implementing or improving ITSM processes across large or geographically distributed organizations.
• Experience with ServiceNow ITOM, ITAM, Discovery, Service Mapping, automation, and integrations is highly desirable.
• Working knowledge of cloud platforms, infrastructure, applications, DevOps, cybersecurity, monitoring, and enterprise IT operations.
• Experience managing ITSM vendors, managed service providers, and third-party technology partners.
• Strong leadership experience, including team management, mentoring, performance management, and cross-functional coordination.
• Excellent stakeholder management and communication skills, including the ability to communicate with senior management during critical incidents.
• Strong analytical, problem-solving, process-improvement, and decision-making capabilities.
• Experience with ITSM transformation, automation, service maturity improvement, and digital service management.
• ITIL 4 certification is strongly preferred; ServiceNow CSA/CIS, COBIT, ISO 20000, PMP, or PRINCE2 certifications are advantageous.
• Bachelor's degree in Computer Science, IT, Engineering, or a related discipline; MCA/M.Tech/MBA is an advantage.