Itsm Lead

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Role Overview

We are looking for a skilled ITSM Lead to manage and optimize IT Service Management processes across a large enterprise environment. The role will be responsible for driving Incident, Problem, Change, Service Request, Configuration, Availability, and Capacity Management processes while ensuring service excellence, operational efficiency, and continuous service improvement aligned with ITIL best practices.

Key Responsibilities

Incident & Service Request Management

• Define and maintain incident and service request classification frameworks.
• Manage end-to-end incident and request lifecycle, ensuring timely resolution and closure.
• Coordinate with support teams for incident investigation, diagnosis, and recovery.
• Monitor incident trends and drive process improvements.
• Prepare and share operational performance reports.

Problem Management

• Identify, classify, and prioritize problems arising from recurring incidents.
• Conduct Root Cause Analysis (RCA) for Severity 1 and Severity 2 incidents.
• Maintain Known Error Database (KEDB) and ensure resolution of recurring issues.
• Drive preventive and corrective actions to improve service stability.

Change Management

• Evaluate, prioritize, and facilitate change requests.
• Manage standard, normal, and emergency changes.
• Ensure compliance with change management policies and governance.
• Monitor change success rates and conduct post-implementation reviews.

Release & Configuration Management

• Support release planning, user acceptance testing, deployment, and production rollout activities.
• Maintain CMDB and configuration repositories.
• Ensure the accuracy and integrity of Configuration Items (CIs).
• Conduct configuration audits and generate status reports.

Capacity, Availability & Performance Management

• Monitor service availability, performance, and capacity.
• Establish and maintain performance baselines.
• Identify potential risks and recommend improvement initiatives.
• Support planning for new and changing business requirements.

Service Governance & Reporting

• Track and report ITSM KPIs, SLAs, and service metrics.
• Prepare MIS reports, dashboards, and leadership presentations.
• Drive continual service improvement initiatives.
• Coordinate with internal teams, business stakeholders, and vendors to ensure seamless service delivery.

Required Skills

Mandatory Skills

• Strong experience in:
• Incident Management
• Problem Management
• Change Management
• Knowledge Management
• Vendor Management
• ITIL v4 Certification.
• Hands-on experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or similar.
• Experience working in enterprise support environments.

Good to Have

• SIAM Certification.
• PMO and SLA Management experience.
• Exposure to Cloud and Digital Transformation initiatives.
• Service Reporting and Vendor Governance experience.

Desired Competencies

• Strong communication and stakeholder management skills.
• Excellent analytical and problem-solving abilities.
• Client-facing experience and presentation skills.
• Ability to manage multiple stakeholders and vendors.
• Strong ownership and leadership mindset.