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 an

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