Job Description ITSM Center of Excellence Consultant Service Governance, SIAM & Operational Excellence
Location: Bangalore
Work Mode: Work from Office (24 7 Operations Rotational Shifts)
Employment Type: Contract-to-Hire (C2H)
Experience: 6+ Years
Notice Period: Immediate Joiners Preferred (Maximum 30 Days' Notice Period)
About the Role
We are looking for an experienced ITSM Center of Excellence Consultant Service Governance, SIAM & Operational Excellence to lead and drive operational governance, service excellence, and continuous improvement across enterprise IT operations. This role serves as a centralized governance function responsible for driving Major Incident Management (MIM), Problem Management, and End-to-End SIAM Governance across a Global complex multi-vendor environment.
The ideal candidate will drive operational maturity by governing ITSM processes, identifying improvement opportunities, enhancing customer experience, improving SLA/KPI performance, reducing ticket volumes, and optimizing ITSM workflows through process standardization and automation.
Key Responsibilities
Major Incident Management (MIM)

Drive enterprise-wide Major Incident Management (P1/P2) Bridges, ensuring rapid service restoration and minimal business disruption.

Lead major incident bridge, governance, executive communications, escalation management, and cross-functional recovery coordination.

Facilitate Post Incident Reviews (PIR), Root Cause Analysis (RCA), and corrective action governance to reduce recurring incidents.

Monitor major incident trends and drive initiatives to improve operational resilience and service stability.
SIAM Governance
Date: 23th July'26

Govern end-to-end service delivery across multiple internal and external service providers.

Drive vendor governance through SLA/KPI reviews, operational scorecards, and service performance governance.

Facilitate Daily, Weekly, Monthly, and Quarterly operational governance forums.

Ensure adherence to ITIL processes, governance standards, and operational policies across support teams.

Drive accountability through service reviews, action tracking, and governance reporting - Business Service Health, Critical Business Services, Service Mapping, Business Impact Analysis & End-to-End Service Availability
Problem Management

Drive & govern enterprise Problem Management processes to identify recurring incidents and eliminate underlying root causes using 5 Why's methodology.





Drive proactive problem identification through trend analysis, incident correlation, and operational analytics.

Monitor Problem lifecycle compliance and ensure timely execution of corrective and preventive actions are executed and documented by respective Problem owners within ITSM tool.

Create & Track Known Errors, Problem Backlog, and permanent fix implementation.
End-to-End Ticket Governance

Govern the complete Incident, Problem, Service Request lifecycle across Priority P1 P4 tickets.

Monitor ticket quality, assignment accuracy, aging, backlog, reassignments, and SLA compliance.

Identify opportunities to reduce ticket volume through automation, shift-left initiatives, knowledge management, and process improvements.

Predictive Incident Analytics, Trend Forecasting, Capacity Analytics, Risk-based Governance & Service Health Analytics

Ensure ticket hygiene, process compliance, and governance adherence across resolver groups.
Continuous Service Improvement (CSI)

Identify opportunities to improve:
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Ticket Volume Reduction
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SLA/KPI Performance
Date: 23th July'26
o
Customer Experience
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First Time Resolution (FTR)
o
MTTR Reduction
o
Operational Efficiency

Drive Service Improvement Plans (SIPs) and track realization of operational advantages.

Conduct ITSM process maturity assessments and recommend best practice improvements.

Support implementation of automation, AIOps, and workflow optimization initiatives.
ITSM Process & Tool Governance

Review and optimize Incident, Major Incident, Problem, Change, Knowledge, and Service Request Management processes.

Identify workflow enhancement opportunities within ITSM platforms (e.g., ServiceNow).

Drive standardization of ITSM operating procedures, governance controls, and reporting.

Collaborate with platform teams to improve ITSM tool adoption, automation, and user experience.
Reporting & Governance

Develop executive dashboards and governance reports covering:
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Major Incident Trends
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Ticket Volume Analysis
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SLA/KPI Performance
o




Problem Management Metrics
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Backlog & Aging Analysis
o
Customer Experience Metrics
o
Service Improvement Initiatives

Present operational insights and recommendations to client leadership and governance forums.
Required Skills & Experience

6+ years of experience in ITSM, SIAM, Major Incident Management, Problem Management, or Service Delivery Governance.

Strong expertise in ITIL Incident, Major Incident, Problem, Change, and Service Request Management.
Date: 23th July'26

Experience governing enterprise IT operations within complex multi-vendor environments.

Strong understanding of SIAM governance, operational excellence, and service integration principles.

Experience performing ITSM process assessments, governance reviews, and service improvement initiatives.

Hands-on experience with ITSM platforms such as ServiceNow, Remedy, or equivalent.

Strong analytical skills with experience in operational reporting, KPI analysis, and trend management.

Excellent executive communication, stakeholder management, and presentation skills.

Experience driving automation, workflow optimization, or AI-enabled operational improvements is desirable.

Experience driving automation, workflow optimization, or AI-enabled operational improvements is desirable.

Understanding and experience on Observability platforms: Dynatrace, Datadog, Splunk, AppDynamics, Elastic, Azure Monitor will be added Advantage

Understanding and experience on Event correlation: Noise reduction, AI-assisted RCA, Predictive incident prevention, Intelligent automation & Generative AI for operational governance will be added Advantage
Preferred Qualifications

ITIL 4 Foundation (Preferred)

ITIL Intermediate or ITIL Managing Professional (Preferred)

ServiceNow Certification (Preferred)

SIAM Foundation Certification (Preferred)
What Success Looks Like

Reduced Major Incident recurrence through proactive governance.

Improved SLA/KPI compliance and service quality.

Lower ticket volumes through process optimization and automation.

Improved customer experience and service stability.

Mature SIAM governance across service providers.

Increased ITSM process compliance and operational consistency.

Actionable executive dashboards enabling data-driven decision-making.

Continuous improvement culture delivering measurable operational outcomes.

📌 ITSM Center of Excellence Consultant – Service Governance, SIAM & Operational Excellence (Bengaluru)
🏢 Arminus
📍 Bengaluru