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 experience in IT Service Management, IT Operations, Service Delivery, or ServiceNow.
- Strong practical knowledge of ITIL 4 and ITSM processes, particularly Incident, Problem, Change, Request, Knowledge, Configuration, and Service Level Management.
- Hands-on experience with ServiceNow ITSM, including Incident, Problem, Change, Service Catalog, CMDB, Knowledge Management, and reporting.
- Experience managing Major Incidents, conducting RCA, and driving corrective and preventive actions.
- Strong understanding of SLA/OLA management, IT governance, service reporting, KPI management, and continual service improvement.
- Experience implementing or improving ITSM processes across large or geographically distributed organizations.
- Experience with ServiceNow ITOM, ITAM, Discovery, Service Mapping, automation, and integrations is highly desirable.
- Working knowledge of cloud platforms, infrastructure, applications, DevOps, cybersecurity, monitoring, and enterprise IT operations.
- Experience managing ITSM vendors, managed service providers, and third-party technology partners.
- Solid leadership experience, including team management, mentoring, performance management, and cross-functional coordination.
- Excellent stakeholder management and communication skills, including the ability to communicate with senior management during critical incidents.
- Strong analytical, problem-solving, process-improvement, and decision-making capabilities.
- Experience with ITSM transformation, automation, service maturity improvement, and digital service management.
- ITIL 4 certification is strongly preferred; ServiceNow CSA/CIS, COBIT, ISO 20000, PMP, or PRINCE2 certifications are advantageous.
- Bachelor's degree in Computer Science, IT, Engineering, or a related discipline; MCA/M.Tech/MBA is an advantage.

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