Experienced ITSM professional leading end-to-end service management delivery, governance, and operational excellence for large enterprise customers. The role focuses on SLA-driven delivery, SMO governance, process management, and continuous service improvement aligned with ITIL best practices.
- Key Responsibilities
- Manage day-to-day operations of ITSM processes
- Drive SLA adherence, service stability, and issue resolution
- Establish and run Service Management Office (SMO)
- Conduct service reviews, reporting, and governance meetings
- Manage risks, escalations, and audit compliance
- Track and improve SLA, OLA, MTTR, backlog, and service KPIs
- Drive performance improvements and ensure contractual compliance
- Coordinate across multi-vendor and cross-tower teams
- Ensure end-to-end service accountability and collaboration
- Drive CSI initiatives and service optimization programs
- Support transition from project to BAU operations
- Drive stabilization and steady-state service delivery
- Experience & Skills
- Robust experience in managed services delivery / SMO roles
- Expertise in ITIL multiple processes and 24x7 operations environments
- Strong stakeholder communication and delivery leadership
📌 Service Management Consultant (Pune)
🏢 Tata Consultancy Services
📍 Pune
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