Senior Service Management SME

Senior Service Management SME
Location: Delhi/Hyderabad/Bangalore
Experience: 10 years to 17 years

Must-Have:
Lead enterprise IT Service Management initiatives, drive ITIL processes, governance and build Service Management COE with solid automation and stakeholder engagement.

Key Responsibilities:

Operational Excellence & Service Delivery
Lead ITSM processes (Incident, Problem, Change) across enterprise services
Ensure end-to-end service lifecycle management across all IT services
Drive service stability, availability, and performance improvements
Establish standard operating procedures (SOPs) and ensure adherence
Manage capacity planning and service continuity strategies

Major Incident & Crisis Management
Major Incident / MOT management and escalation handling
Lead war room calls and crisis coordination during outages (MOT/P1)
Drive post-incident reviews (PIR) and corrective/preventive actions
Maintain incident communication frameworks for stakeholders and leadership
Improve MTTR through structured incident response practices

Problem Management & RCA Governance
Define and govern Problem Management frameworks and RCA quality standards.
Ensure all critical incidents have documented root cause analysis.
Track and drive closure of known errors and problem records.

Change & Release Governance
CAB (Change Advisory Board) and release governance
Govern Change Advisory Board (CAB) processes
Ensure risk assessment and impact analysis for all changes
Drive adherence to release schedules and deployment governance
Reduce change-related incidents through proactive planning

Tooling, Integration & Automation
ServiceNow workflow optimization and ITSM tool enhancements




Enhance ITSM capabilities through workflow automation and integration.
Driving automation & continuous improvement initiatives

Service Metrics, Analytics & Reporting
SLA/KPI governance and reporting
Service metrics, dashboards and reporting
Define and track advanced KPIs (MTTR, MTBF, SLA compliance, trends)
Build executive dashboards and real-time service health reports
Perform trend analysis and predictive insights for proactive action
Present monthly/quarterly service performance reviews

Governance, Risk & Compliance
Audit, risk and compliance management
Ensure audit readiness and adherence to enterprise policies (ISO, ITIL, etc.)
Manage risk registers and mitigation plans for service operations
Enforce data security, access control, and compliance standards
Support internal and external audit requirements

COE Enablement & Transformation
COE framework setup, transformation and standardization
Define and establish Service Management COE charter and roadmap
Drive standardization across projects and business units
Promote best practices, frameworks, and reusable assets
Lead innovation initiatives (AI, automation, governance in ITSM)

Stakeholder & Collaboration Management
Stakeholder and cross-team collaboration
Act as bridge between business, operations, and technical teams
Manage stakeholder expectations and escalation communication
Drive alignment across global teams and service functions

People & Leadership
Team mentoring and capability building.
Mentor and guide junior service managers and operations teams.
Build high-performing service management teams.
Define roles, responsibilities, and capability frameworks.

15 years of Continuous Education.

📌 Senior Service Management SME (Delhi)
🏢 Tata Consultancy Services
📍 Delhi