Job Description
Senior Service Management SME
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nSenior Service Management SME
nLocation: Delhi/Hyderabad/Bangalore
nExperience: 10 years to 17 years
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nMust-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.n

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nKey Responsibilities:
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nOperational Excellence & Service Delivery
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- Lead ITSM processes (Incident, Problem, Change) across enterprise servicesn
- Ensure end-to-end service lifecycle management across all IT servicesn
- Drive service stability, availability, and performance improvementsn
- Establish standard operating procedures (SOPs) and ensure adherencen
- Manage capacity planning and service continuity strategiesn

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nMajor Incident & Crisis Management
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- Major Incident / MOT management and escalation handlingn
- Lead war room calls and crisis coordination during outages (MOT/P1)n
- Drive post-incident reviews (PIR) and corrective/preventive actionsn




- Maintain incident communication frameworks for stakeholders and leadershipn
- Improve MTTR through structured incident response practicesn

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

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nChange & Release Governance
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- CAB (Change Advisory Board) and release governancen
- Govern Change Advisory Board (CAB) processesn
- Ensure risk assessment and impact analysis for all changesn
- Drive adherence to release schedules and deployment governancen
- Reduce change-related incidents through proactive planningn

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nTooling, Integration & Automation
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- ServiceNow workflow optimization and ITSM tool enhancementsn
- Enhance ITSM capabilities through workflow automation and integration.n
- Driving aut

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