Job Description

We are looking for an experienced IT Service Management leader to drive enterprise-wide service governance, operational excellence, and ITSM transformation initiatives across global delivery environments.

The role will be responsible for overseeing key service management functions including Incident Management, Major Incident Management, Change & Transition Management, Knowledge Management, Service Governance, Reporting & Analytics, Vendor Management, and Continuous Improvement initiatives.

Key Responsibilities:

• Lead enterprise ITSM governance and service delivery operations across global teams

• Drive ITIL-aligned processes, service quality, operational KPIs, and governance frameworks

• Manage Service Desk, Incident, Problem, Change, and Transition Management functions

• Oversee service readiness, operational stability, and customer experience initiatives

• Drive Knowledge Management, reporting, analytics, and service improvement programs

• Manage vendor governance, SLA reviews, stakeholder communication, and delivery performance

• Collaborate with business and technology leadership teams across global environments

• Support automation, operational optimization, and transformation initiatives

• Ensure compliance with organizational governance and regulatory standards

Required Experience:

• 15+ years of experience in IT Service Management / Service Delivery leadership

• Strong experience managing global delivery or shared services environments

• Expertise in ITIL governance, service operations, and stakeholder management

• Experience in Major Incident Management, Change Management, Service Transition, and Vendor Management

• Exposure to regulated industries such as BFSI, Insurance, Utilities, or Consulting environments is preferred

• Strong leadership, governance, communication, and operational management capabilities

Preferred Qualifications:

• Bachelor’s Degree in Engineering / IT / Computer Science

• ITIL Certification preferred

• Exposure to ISO / Governance / Compliance frameworks is an advantage