ITSM Manager

Company Description MAHINDRA AND MAHINDRA FINANCIAL SERVICES LIMITED is a leading financial services organization headquartered at Gateway Building, Apollo Bunder in Mumbai, Maharashtra, India. The company provides a range of financial products and services, contributing to the growth of individuals and businesses across diverse sectors. As part of the wider Mahindra Group ecosystem, it benefits from strong brand recognition, robust governance, and long-term stability. Team members work in a dynamic environment that emphasizes customer focus, integrity, and operational excellence, offering opportunities to grow within the financial services industry.
Role Description The ITSM Manager is a full-time, on-site role based in Mumbai, responsible for overseeing IT service management processes and ensuring reliable, efficient technology support across the organization. The role includes managing incident and problem management workflows, coordinating with IT operations teams to maintain service levels, and driving continuous improvement of IT services. The ITSM Manager will design, implement, and refine ITSM frameworks, monitor performance metrics, and ensure compliance with internal policies and industry best practices. Daily tasks include leading cross-functional collaboration, prioritizing and resolving service issues, preparing reports for leadership, and supporting governance of IT tools and processes to enhance user experience and business continuity.
Qualifications

• Candidates should possess strong IT Service Management and Information Technology skills, with experience implementing ITSM frameworks and tools.
• Candidates should possess Incident Management and Problem Management expertise, including root-cause analysis and structured resolution processes.
• Candidates should possess a solid background in IT Operations, including monitoring, service availability, and coordination with infrastructure and application teams.
• Candidates should possess skills in stakeholder communication, documentation, and reporting to present service performance and improvement plans clearly.
• Relevant qualifications such as a bachelor's degree in Information Technology, Computer Science, or related field are preferred.
• Professional certifications like ITIL Foundation or higher, and experience in financial services or regulated environments, will be beneficial.
• Ability to work on-site in Mumbai, manage multiple priorities, lead cross-functional initiatives, and adopt a structured, analytical approach to problem-solving.