Role & responsibilities
- Lead and manage end-to-end IT Service Management (ITSM) operations across incident, problem, change, request, knowledge, configuration, and service-level management.
- Establish and continuously improve ITSM processes based on ITIL best practices and organizational requirements.
- Own Major Incident Management, ensuring rapid restoration of critical business services and effective stakeholder communication.
- Define, monitor, and report SLAs, OLAs, KPIs, and service-performance metrics.
- Drive root-cause analysis and problem management to reduce recurring incidents and improve service reliability.
- Manage Change and Release Management, ensuring changes are assessed, approved, implemented, and reviewed with appropriate controls.
- Lead the development and maintenance of the Service Catalog, CMDB, and IT asset management processes.
- Manage and optimize ServiceNow ITSM/ITOM/ITAM platforms, workflows, integrations, automation, and reporting.
- Drive ITSM automation and self-service initiatives to improve operational efficiency and user experience.




- Establish IT service governance, controls, policies, standards, and continuous-improvement programs.
- Coordinate with infrastructure, applications, cybersecurity, cloud, DevOps, engineering, and business teams to resolve service issues.
- Manage third-party vendors and service providers, including performance, SLA compliance, escalations, and governance.
- Prepare service-performance dashboards and executive reports covering incidents, changes, availability, SLA compliance, risks, and improvement initiatives.
- Support business continuity, disaster recovery, availability, and capacity management activities.
- Lead ITSM transformation initiatives, process maturity assessments, audits, and service improvement programs.
- Manage and mentor ITSM/service delivery teams and establish a culture of operational excellence.

Preferred candidate profile
- 6 to 11 years of IT experience, with significant ex

📌 IT Service Management Manager (India)
🏢 Good Co India
📍 India