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 (New Delhi)
🏢 Tata Consultancy Services
📍 New Delhi