Job Description

Senior Service Management SME

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Senior Service Management SME

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Location: Delhi/Hyderabad/Bangalore

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Experience: 10 years to 17 years

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Must-Have:

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- Lead enterprise IT Service Management initiatives, drive ITIL processes, governance and build Service Management COE with robust automation and stakeholder engagement.
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Key Responsibilities:

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Operational Excellence & Service Delivery

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- Lead ITSM processes (Incident, Problem, Change) across enterprise services
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- Ensure end-to-end service lifecycle management across all IT services
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- Drive service stability, availability, and performance improvements
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- Establish standard operating procedures (SOPs) and ensure adherence
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- Manage capacity planning and service continuity strategies
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Major Incident & Crisis Management

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- Major Incident / MOT management and escalation handling
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- Lead war room calls and crisis coordination during outages (MOT/P1)
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- Drive post-incident reviews (PIR) and corrective/preventive actions
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- Maintain incident communication frameworks for stakeholders and leadership
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- Improve MTTR through structured incident response practices
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Problem Management & RCA Governance

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- Define and govern Problem Management frameworks and RCA quality standards.
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- Ensure all critical incidents have documented root cause analysis.
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- Track and drive closure of known errors and problem records.
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Change & Release Governance

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- CAB (Change Advisory Board) and release governance
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- Govern Change Advisory Board (CAB) processes
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- Ensure risk assessment and impact analysis for all changes
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- Drive adherence to release schedules and deployment governance
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- Reduce change-related incidents through proactive planning
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Tooling, Integration & Automation

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- ServiceNow workflow optimization and ITSM tool enhancements
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- Enhance ITSM capabilities through workflow automation and integration.
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- Driving automation & continuous improvement initiatives
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Service Metrics, Analytics & Reporting

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- SLA/KPI governance and reporting
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- Service metrics, dashboards and reporting
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- Define and track advanced KPIs (MTTR, MTBF, SLA compliance, trends)
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- Build executive dashboards and real-time service health reports
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- Perform trend analysis and predictive insights for proactive action
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- Present monthly/quarterly service performance reviews
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Governance, Risk & Compliance

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- Audit, risk and compliance management
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- Ensure audit readiness and adherence to enterprise policies (ISO, ITIL, etc.)
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- Manage risk registers and mitigation plans for service operations
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- Enforce data security, access control, and compliance standards
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- Support internal and external audit requirements
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COE Enablement & Transformation

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- COE framework setup, transformation and standardization
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- Define and establish Service Management COE charter and roadmap
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- Drive standardization across projects and business units
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- Promote best practices, frameworks, and reusable assets
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- Lead innovation initiatives (AI, automation, governance in ITSM)
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Stakeholder & Collaboration Management

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- Stakeholder and cross-team collaboration
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- Act as bridge between business, operations, and technical teams
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- Manage stakeholder expectations and escalation communication
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- Drive alignment across global teams and service functions
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People & Leadership

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- Team mentoring and capability building.
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- Mentor and guide junior service managers and operations teams.
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- Build high-performing service management teams.
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- Define roles, responsibilities, and capability frameworks.
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15 years of Continuous Education.

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