1. REQUIREMENT TEMPLATE – SIAM

No. of positions

2

Account Name

KB, Metsa

Service Line

SIAM SL

Must have skills - 2 skills which are non-negotiable

SIAM / ITSM

Desirable skills - 1 skill which is nice to have

SIAM

Infosys role

Senior Consultant/Lead Consultant

Desired experience range

10-14years

Location(s) where this position can work out of

Bangalore/Pune/Hyd/Chennai

Does this position require working from client office all or some days in the week? If yes pls provide details To be filled-if have details

Is remote working allowed

Hybrid

Any additional things to be checked

24/7 rotational shifts

Responsibilities and JD in brief along with additional criteria to be considered (if any):

Key Role &

Responsibilities

(ITSM Process Manager)

1. Responsible to drive seamless CFS, ITSM process governance and management for global clients spanning across varied industry verticals, geographies. Lead a team of min 5-10 ITSM process managers

2. Act as a focal point for the respective process and ensure adherence and compliance to the CFS, ITSM process by all teams, groups and stakeholders involved

3. Drive seamless CFS, ITSM process governance collaborating with all technical teams, groups and stakeholders involved in process execution, operations

4. Facilitate periodic review meetings with client stakeholders to showcase CFS, ITSM process performance as per agreed frequency

5. Collaborate, coordinate with customer suppliers, third party vendors and escalate as appropriate incase of significant delays, SLA breaches etc

6. Drive continuous service improvements (CSI) initiatives to uplift the process performance and ensure seamless process execution

7. Generate and publish the ITSM reports,



dashboards for the respective process with client IT and business stakeholders

8. Drive innovations to modernize the process governance and management with adoption and implementation of Gen AI, Agentic AI capabilities

9. Responsible to spearhead cross functional services (CFS), IT service management (ITSM) engagements for global clients spanning across varied industry verticals, geographies. Lead a team of min 5-10 ITSM process managers

10. Act as a single point of contact for customers and accountable for seamless delivery, operations for CFS, ITSM scope of work

11. Liase with customer, internal and external stakeholders to successfully drive transition, transformation and steady state (BAU) operations as part of the engagement.

Mandatory

Skills & Relevant Experience

1. Prior experience in ITSM process governance roles (Core ITSM processes) for global clients

2. Good knowledge of ITIL 4 practices, ITIL V3 process lifecycle operations, delivery

3. Valuable interpersonal skills and client stakeholder management

Professional

Certifications

1. ITIL Intermediate, Expert Certified

2. SIAM Foundation

3. Market leading ITSM product related certifications (if any)

Evaluation

Criteria

1. Prior experience in ITSM process governance roles, operations

2. Good knowledge on ITIL best practices





3. Good communication skills, stakeholder & vendor management in multi-vendor evironment

4. Client facing role and collaboration

Key Role &

Responsibilities

(SIAM Lead – Offshore | SIAM Delivery-Focused / Tactical and Operational Role)

1. Liase with onsite SIAM lead, internal and external stakeholders to successfully SIAM transformations, steady state (BAU) operations as part of the engagement, SIAM services in scope

2. Manage SIAM BAU team, process managers to drive operational execution across all SIAM functions, services in scope

3. Collaborate coordinate with all teams, third party vendors and escalate as appropriate in case of significant delays, SLA breaches etc

4. Generate and publish SIAM reports, dashboards for the in scope SIAM process with client IT and business stakeholders as per agreed frequency

5. Establish weekly cadence, schedule and conduct service level review and governance meetings with key client stakeholders

6. Spearhead implementation, innovations to modernize SIAM process governance and management with adoption and implementation of Gen AI, Agentic AI capabilities

7. Ensure that SIAM BAU team onboarded delivers SIAM services in scope for the client meets and delivers contractual obligations

8. Ensure that the client is periodically updated, informed on latest technology trends, product and platform details liaising with internal teams, stakeholders for seamless adoption and implementation

9. Account mining, proactively identify and explore upstream, downstream new business opportunities within the client management and add revenue growth.

📌 ITSM Process Manager (India)
🏢 Clifyx
📍 India