Bengaluru, Karnataka

Job Summary

ITSM Process Manager – Job Description\\r\\nRole Summary\\r\\nThe ITSM Process Manager is responsible for governing, optimizing, and ensuring end to end adherence to ITIL aligned service management processes. The role oversees process maturity, drives continual improvement, ensures compliance with organizational policies, and collaborates with cross functional teams to improve service reliability, stability, and performance.\\r\\n________________________________________\\r\\nKey Responsibilities\\r\\n1. Process Governance & Compliance\\r\\n• Ensure compliance with ITIL/ITSM best practices across all managed processes.\\r\\n• Conduct regular process audits, maturity assessments, and gap analyses.\\r\\n• Maintain and update Standard Operating Procedures (SOPs) and process documentation.\\r\\n• Ensure policy adherence across Incident, Problem, Change, Knowledge, Request, and related processes. \\r\\n2. Process Operations & Performance Management\\r\\n• Govern day to day process performance,



including SLA adherence and KPI tracking.\\r\\n• Monitor MTTR, FCR, change success/fail rate, problem recurrence, and trend anomalies.\\r\\n• Lead weekly governance calls, daily standups, Problem/Change reviews, CAB, PIRs, and WSR reporting.\\r\\n• Ensure timely RCA completion and CAPA implementation for major incidents/problems.\\r\\n3. Continual Service Improvement\\r\\n• Drive automation, tooling enhancements, and simplification initiatives.\\r\\n• Identify inefficiencies through data analysis and propose improvement actions.\\r\\n• Run proactive problem management through trend analysis and preventive actions.\\r\\n4. Stakeholder & Cross Functional Collaboration\\r\\n• Liaise between business units, IT teams, and service providers to ensure smooth process execution.\\r\\n• Work closely with SMEs, support teams, and vendors

📌 Sr Project Manager (Bengaluru)
🏢 HCLTech
📍 Bengaluru