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

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