Hyderabad, Telangana

Job Summary

Job Summary The ITSM Manager is responsible for leading and governing IT Service Management processes across the organization, ensuring service delivery excellence, operational efficiency, and alignment with business objectives. The role drives ITIL-based best practices, service governance, continual service improvement, SLA compliance, and stakeholder satisfaction across Infrastructure, Cloud, Network, Service Desk, EUC, Applications, and Vendor ecosystems. Key Responsibilities Service Management Governance - Own and govern ITSM processes including: o Incident Management o Major Incident Management o Problem Management o Change Management o Service Request Management o Knowledge Management o Service Level Management o Configuration Management (CMDB) - Ensure adherence to ITIL best practices and organizational policies. - Lead Continual Service Improvement (CSI) initiatives. Service Delivery Excellence - Drive achievement of SLA, KPI, and customer satisfaction targets. - Monitor service performance and operational metrics.



- Review recurring incidents and implement preventive measures. - Ensure timely resolution of high-priority and business-critical incidents. Stakeholder & Customer Management - Act as the primary escalation point for service management issues. - Build solid relationships with business leaders and key stakeholders. - Conduct regular service review meetings and executive presentations. - Communicate service performance, risks, and improvement plans. Change & Risk Management - Participate in CAB (Change Advisory Board) meetings. - Ensure effective assessment of change risks and business impacts. - Improve change success rates and minimize service disruptions. - Drive operational risk reduction initiatives. Process Improvement & Automation - Identify opportunities to automate service workflows. - Enhance ITSM platform utilization (ServiceNow, BMC Remedy, Jira Service Management, etc.). - Implement process improvemen

📌 Srsubject Matter Exprt(Tools&automation) (Hyderabad)
🏢 HCLTech
📍 Hyderabad