We are looking for a very senior Application Support Transformation Lead / ITSM Transformation Consultant to support the client’s – Grid Integration in taking its Application Support and Operational Excellence practices to the next level.

The setting consists of approximately 200 applications managed by multiple external vendors.

Existing Operational

Excellence practices, including SLAs and KPIs, are already established. The key objective of this engagement is to assess the current Application Support operating model and define a practical 6-month improvement and transformation roadmap focused on process optimization, automation, AI/GenAI adoption, service quality, and operational efficiency.

The ideal candidate will bring 17+ years of experience, a strong ITIL/ITSM and AMS background, and proven experience transforming large, complex, multi-vendor application support environments.

This is a strategic transformation role rather than a traditional BAU Application Support position. The successful candidate should be able to assess the existing environment, challenge current ways of working and vendor performance, identify opportunities, build a business case, prioritize initiatives, and translate recommendations into an executable roadmap The role is hybrid based out of Bangalore.

Your tasks

- Assessing the Application Support operating model across approximately 200 applications and multiple external vendors
- Reviewing existing SLAs, KPIs, incident, problem, and change management processes and vendor performance
- Identifying operational inefficiencies, repetitive manual activities, service gaps, and opportunities for improvement
- Assessing opportunities to automate ticket routing, monitoring, remediation, reporting, knowledge management, and other support activities




- Identifying and evaluating practical AI and GenAI use cases for Application Support and IT Operations
- Defining transformation priorities based on business value, feasibility, complexity, and implementation effort
- Developing a comprehensive 6-month Application Support improvement and transformation roadmap
- Defining quick wins, medium-term initiatives, and longer-term transformation opportunities
- Establishing a roadmap for the Application Service Portfolio aligned with business and operational objectives
- Building business cases and recommendations for selected automation, AI, and service improvement initiatives
- Supporting or overseeing the implementation of selected transformation initiatives
- Driving initiatives focused on system stabilization, workflow automation, incident reduction, and improved user satisfaction

Requirements

- At least 17 years of experience in IT Operations, ITSM, Application Support, AMS, or IT transformation
- Deep understanding of ITIL/ITSM processes, service management, and Application Management Services
- Demonstrated success in large and complex multi-vendor application support environments
- Extensive knowledge of SLAs, KPIs, incident management, problem management, change management, and service performance
- Hands-on experience with Application Support operating models and operational improvement frameworks




- Practical background in IT Operations and Application Support automation
- Familiarity with AIOps, AI, and GenAI applications in IT Operations and Application Support
- Ability to develop transformation roadmaps and prioritize initiatives based on business value and feasibility
- Well-developed vendor and stakeholder management capabilities
- Experience in business case development and transformation planning
- Excellent analytical, problem-solving, communication, and presentation skills
- Fluent English, minimum B2 level

Nice to have

- Experience working in large global enterprises with complex application portfolios
- Familiarity with ServiceNow or similar ITSM platforms
- Exposure to implementing AIOps or GenAI solutions within Application Support
- Understanding of monitoring, observability, predictive analytics, and automated remediation
- Background in knowledge management and self-service transformation
- Relevant ITIL certification
- Industry expertise gained in energy, utilities, engineering, or other industrial sectors
- Previous consulting experience focused on IT Operations Transformation or Operational Excellence

Job no. JOB-QPKZN Sii ensures that all hiring decisions are made solely on the basis of qualifications and competence. We are committed to equal and fair treatment of all, regardless of legally protected characteristics. At Sii, we promote a diverse and inclusive work environment, in full compliance with applicable anti-discrimination laws.

Benefits For You

- Diverse portfolio of clients
- Wide portfolio of technologies
- Employment stability
- Remote work opportunities
- Contracts with the biggest brands
- Great Place to Work Europe
- Many experts you can learn from
- Open and accessible management team

📌 IT Operations Transformation Lead (f/m/x) (Bengaluru)
🏢 Sii Poland
📍 Bengaluru