Service Integration Lead

Contract

Delhi/Hyderabad Key Responsibilities

Lead end-to-end service integration across multiple technology towers, vendors, and support teams.

Establish and maintain Service Integration and Management (SIAM) governance frameworks and operational processes.

Coordinate cross-functional teams to ensure seamless service delivery and effective issue resolution.

Drive Incident, Problem, Change, Configuration, and Release Management processes in alignment with ITIL best practices.

Define and monitor Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs).

Conduct regular service review meetings with internal stakeholders and external service providers.

Manage vendor performance, contractual obligations, and service quality.

Identify service risks, dependencies, and improvement opportunities, ensuring timely mitigation.

Lead Major Incident coordination and ensure effective communication during service disruptions.

Develop and maintain service integration documentation, governance reports, and operational dashboards.

Collaborate with project teams to ensure smooth transition of current services into production.





Drive Continual Service Improvement (CSI) initiatives to enhance operational efficiency and customer satisfaction.

Ensure compliance with organizational policies, security standards, and regulatory requirements.

Required Skills & Qualifications

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.

8–12+ years of experience in IT Infrastructure, IT Operations, or IT Service Management.

Hands-on experience in Service Integration and Management (SIAM) and multi-vendor environments.

Strong understanding of ITIL v4 processes and service lifecycle management.

Experience with ITSM platforms such as ServiceNow, BMC Remedy, or Ivanti.

Strong knowledge of Incident, Problem, Change, Asset, Configuration, and Release Management.

Experience in SLA management, governance reporting, and service performance analysis.

Excellent stakeholder, vendor, and customer management skills.

Strong analytical, problem-solving, and decision-making abilities.

Excellent communication, presentation, and leadership skills.

📌 Service Integration Lead || Contract || Delhi/Hyderabad
🏢 AceStack
📍 Hyderabad