– ITSM Center of Excellence Consultant – Service Governance, SIAM & Operational Excellence

Location: Bangalore

Work Mode: Work from Office (24×7 Operations – Rotational Shifts)

Employment Type: Contract-to-Hire (C2H)

Experience: 6+ Years

Notice Period: Immediate Joiners Preferred (Maximum 30 Days' Notice Period)

About the Role

We are looking for an experienced ITSM Center of Excellence Consultant – Service Governance, SIAM & Operational Excellence to lead and drive operational governance, service excellence, and continuous improvement across enterprise IT operations. This role serves as a centralized governance function responsible for driving Major Incident Management (MIM), Problem Management, and End-to-End SIAM Governance across a Global complex multi-vendor environment.

The ideal candidate will drive operational maturity by governing ITSM processes, identifying improvement opportunities, enhancing customer experience, improving SLA/KPI performance, reducing ticket volumes, and optimizing ITSM workflows through process standardization and automation.

Key Responsibilities

Major Incident Management (MIM)

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Drive enterprise-wide Major Incident Management (P1/P2) Bridges, ensuring rapid service restoration and minimal business disruption.

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Lead major incident bridge, governance, executive communications, escalation management, and cross-functional recovery coordination.

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Facilitate Post Incident Reviews (PIR), Root Cause Analysis (RCA), and corrective action governance to reduce recurring incidents.

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Monitor major incident trends and drive initiatives to improve operational resilience and service stability.

SIAM Governance

Date: 23th July'26

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Govern end-to-end service delivery across multiple internal and external service providers.

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Drive vendor governance through SLA/KPI reviews, operational scorecards, and service performance governance.

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Facilitate Daily, Weekly, Monthly, and Quarterly operational governance forums.

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Ensure adherence to ITIL processes, governance standards, and operational policies across support teams.

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Drive accountability through service reviews, action tracking, and governance reporting - Business Service Health, Critical Business Services, Service Mapping, Business Impact Analysis & End-to-End Service Availability

Problem Management

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Drive & govern enterprise Problem Management processes to identify recurring incidents and eliminate underlying root causes using 5 Why's methodology.

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Drive proactive problem identification through trend analysis, incident correlation, and operational analytics.

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Monitor Problem lifecycle compliance and ensure timely execution of corrective and preventive actions are executed and documented by respective Problem owners within ITSM tool.

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Create & Track Known Errors, Problem Backlog, and permanent fix implementation.

End-to-End Ticket Governance

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Govern the complete Incident, Problem, Service Request lifecycle across Priority P1–P4 tickets.

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Monitor ticket quality, assignment accuracy, aging, backlog, reassignments, and SLA compliance.

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Identify opportunities to reduce ticket volume through automation, shift-left initiatives, knowledge management, and process improvements.

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Predictive Incident Analytics, Trend Forecasting, Capacity Analytics, Risk-based Governance & Service Health Analytics

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Ensure ticket hygiene, process compliance, and governance adherence across resolver groups.

Continuous Service Improvement (CSI)

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Identify opportunities to improve

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Ticket Volume Reduction o

SLA/KPI Performance

Date: 23th July'26

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Customer Experience o

First Time Resolution (FTR)

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MTTR Reduction o

Operational Efficiency

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Drive Service Improvement Plans (SIPs) and track realization of operational perks.

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Conduct ITSM process maturity assessments and recommend best practice improvements.

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Support implementation of automation, AIOps, and workflow optimization initiatives.

ITSM Process & Tool Governance

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Review and optimize Incident, Major Incident, Problem, Change, Knowledge, and Service Request Management processes.

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Identify workflow enhancement opportunities within ITSM platforms (e.g., ServiceNow).

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Drive standardization of ITSM operating procedures, governance controls, and reporting.

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Collaborate with platform teams to improve ITSM tool adoption, automation, and user experience.

Reporting & Governance

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Develop executive dashboards and governance reports covering:

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Major Incident Trends o

Ticket Volume Analysis o

SLA/KPI Performance o

Problem Management Metrics o





Backlog & Aging Analysis o

Customer Experience Metrics o

Service Improvement Initiatives

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Present operational insights and recommendations to client leadership and governance forums.

Required Skills & Experience

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6+ years of experience in ITSM, SIAM, Major Incident Management, Problem Management, or Service Delivery Governance.

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Strong expertise in ITIL Incident, Major Incident, Problem, Change, and Service Request Management.

Date: 23th July'26

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Experience governing enterprise IT operations within complex multi-vendor environments.

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Strong understanding of SIAM governance, operational excellence, and service integration principles.

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Experience performing ITSM process assessments, governance reviews, and service improvement initiatives.

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Hands-on experience with ITSM platforms such as ServiceNow, Remedy, or equivalent.

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Strong analytical skills with experience in operational reporting, KPI analysis, and trend management.

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Excellent executive communication, stakeholder management, and presentation skills.

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Experience driving automation, workflow optimization, or AI-enabled operational improvements is desirable.

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Experience driving automation, workflow optimization, or AI-enabled operational improvements is desirable.

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Understanding and experience on Observability platforms: Dynatrace, Datadog, Splunk, AppDynamics, Elastic, Azure Monitor will be added Advantage

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Understanding and experience on Event correlation: Noise reduction, AI-assisted RCA, Predictive incident prevention, Intelligent automation & Generative AI for operational governance will be added Advantage

Preferred Qualifications

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ITIL® 4 Foundation (Preferred)

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ITIL® Intermediate or ITIL Managing Professional (Preferred)

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ServiceNow Certification (Preferred)

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SIAM Foundation Certification (Preferred)

What Success Looks Like

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Reduced Major Incident recurrence through proactive governance.

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Improved SLA/KPI compliance and service quality.

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Lower ticket volumes through process optimization and automation.

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Improved customer experience and service stability.

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Mature SIAM governance across service providers.

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Increased ITSM process compliance and operational consistency.

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Actionable executive dashboards enabling data-driven decision-making.

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Continuous improvement culture delivering measurable operational outcomes.

📌 ITSM Center of Excellence Consultant – Service Governance, SIAM & Operational Excellence (Bengaluru)
🏢 Arminus
📍 Bengaluru