Job Description – 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 workplace.

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

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