Job Requirements

- Role

Lead enterprise-wide IT Service Management (ITSM), IT Operations Management (ITOM), and CMDB governance for Titan’s iMitra (ServiceNow) platform.

The role is accountable for delivering reliable, audit-ready IT services through strong governance, automation-first operations, and effective change management. Drives enterprise transformation by enabling data integrity, operational visibility, and controlled IT change execution.

- Job Profile

Own end-to-end ITSM processes including Incident, Change, Service Request, and Service Catalog

Act as Enterprise Change Manager, ensuring structured governance of all IT changes

Plan, schedule, and conduct CAB (Change Advisory Board) meetings for critical/high-risk changes

Govern ITOM capabilities including discovery, monitoring, and infrastructure visibility

Own CMDB 2.0 as the single accountable authority for data integrity, lifecycle, and compliance

Define and enforce CMDB standards, CI models, and data governance controls

Drive automation, integrations, and self-service initiatives across ServiceNow platform

Ensure audit readiness, compliance adherence, and risk mitigation across ITSM/CMDB processes

Collaborate with Infra, Security, Business Units, and Vendors to align IT services with business needs

Lead cross-functional teams and drive capability development in automation and AI-led IT operations

- Key Deliverables





SLA adherence across ITSM processes with improved service quality

Structured CAB governance with documented approvals and decisions

Accurate, complete, and audit-ready CMDB data

Improved IT infrastructure visibility through ITOM capabilities

30% reduction in manual effort through automation and integrations

Zero major audit observations across ITSM and CMDB

Increased adoption of self-service and automation-led service delivery

Strong stakeholder satisfaction and alignment with business priorities

Work Experience

- Experience and Skill

5+ years of experience in ITSM / IT Operations / ServiceNow platform

Strong expertise in ITSM, ITOM, and CMDB governance

Proven experience as Change Manager with CAB governance ownership

Exposure to automation, integrations, and digital transformation initiatives

Strong understanding of audit, compliance, and risk frameworks

Experience working with cross-functional teams and vendor ecosystems

- Positive to Have:

Exposure to AI/ Power Automate/ Copilot / automation-led IT operations

Experience with ServiceNow ITOM modules (Discovery, Event Management)

Knowledge of API integrations, Power Automate, or orchestration tools

Understanding of data analytics, dashboards, and platform reporting

Awareness of cloud infrastructure and modern IT operations

📌 IT Infrastructure Manager (ITSM, ITOM & CMDB – iMitra/ServiceNow) (Karnataka)
🏢 Titan Company
📍 Karnataka