Virtual Drive
Exp- 4 to 8 yrs
Skills- Service Management Lead
Location:- Gurgaon

Key Responsibilities
Service Management & Governance :
Lead ITSM operations and ensure adherence to ITIL best practices.
Manage Incident, Problem, Change, Request, Knowledge, and Service Level Management processes.
Define, maintain, and improve ITSM policies, procedures, and governance frameworks.
Drive continual service improvement initiatives and service maturity assessments.
Operational Excellence
Monitor SLA, KPI, and operational performance metrics.
Conduct service reviews and governance meetings with customers and internal stakeholders.
Identify recurring issues and drive root-cause analysis and corrective actions.
Ensure compliance with audit, security, and regulatory requirements.
Required Skills & Qualifications
Strong experience in ITSM processes: Incident, Problem, Change, Request, Knowledge,



and Service Level Management.
Hands-on experience with ServiceNow ITSM platform.
Robust understanding of ITIL v3/v4 framework.
Experience managing enterprise-scale IT operations and support environments.
Strong analytical, troubleshooting, communication, and stakeholder management skills.
Experience in service reporting, governance, and continuous improvement initiatives.
Bachelor's Degree in Engineering, Computer Science, IT, or equivalent.
Preferred Qualifications
ITIL Foundation / ITIL Managing Professional Certification.
ServiceNow ITSM Certification.
Exposure to ITOM, CMDB, Discovery, Automation, and AIOps.
Experience managing global support teams and managed services engagements.

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