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 robust 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

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