Company Name: VARITE India Private Limited

About The Client

An American multinational technology corporation headquartered in Armonk, New York, it is present in over 175 countries. It specializes in computer hardware, middleware, and software and provides hosting and consulting services in areas ranging from mainframe computers to nanotechnology. As one of the world's oldest and largest technology companies, the Client has been responsible for several technological innovations, including the automated teller machine (ATM), dynamic random-access memory (DRAM), the floppy disk, the hard disk drive, the magnetic stripe card, the relational database, the SQL programming language, and the UPC barcode.

The company has made inroads in advanced computer chips, quantum computing, artificial intelligence, and data infrastructure.

About The Job:

- The ITSM Lead is responsible for ensuring effective execution, adherence, and continual improvement of IT Service Management practices within Client’s scope of delivery for PMI.

- This role promotes consistent service‐management behaviors, supports PMI’s operating model, and drives performance excellence across Client teams.

- The role’s primary focus is on people, process governance, and driving continuous improvement.

- The position operates as a standalone role within the Client delivery tower. It requires solid influencing skills, structured coordination, and the ability to guide teams and drive outcomes without formal authority.

Essential Job Functions:

ITSM Governance and Process Execution

- Ensure Client teams consistently apply ITIL® 4 practices in adherence with PMI’s defined processes and expectations.

- Reinforce expected service‐management behaviors across Client delivery teams.

- Monitor Client’s adherence to ITSM standards and drive corrective actions where gaps are identified.

- Provide subject matter guidance across Incident, Problem, Request, Change, Knowledge Management, and Service Level Management.

Performance Monitoring and Reporting

- Monitor Client service and process adherence using KPIs, SLAs, XLAs,



and operational metrics.

- Prepare regular performance, compliance, and improvement reports for PMI stakeholders.

- Highlight risks, issues, and opportunities for improvement with clear owner alignment and follow‐through.

Continual Improvement

- Lead ITSM continual improvement initiatives within Client’s delivery scope, using data insights, trend analysis, and operational feedback, and where necessary work with PMI to ensure these are logged and tracked appropriately.

- Identify and drive closure of structural issues that impact service quality or performance.

- Facilitate Client’s contribution to PMI‐driven service reviews and improvement forums.

Collaboration and Interaction with PMI and Other Suppliers

- Collaborate with PMI Service Management counterparts to ensure alignment of expectations and delivery outcomes.

- Engage with other suppliers when necessary, such as during joint incident handling, change enablement, or RCA sessions. Support multi-party ITSM processes as required.

Service Management, Service Catalog, CMDB, and Data Quality

- Ensure Client activities align with and support PMI’s Service Catalog and CMDB expectations.

- Maintain high levels of ticket quality, data accuracy, and adherence to process requirements.

- Use ServiceNow for reporting, dashboards, data quality checks, and process insights.

- Collaborate with PMI and platform teams regarding ServiceNow updates or enhancements as needed.

Qualifications

- 5–8 years of experience in IT Service Management or service operations.

- Strong working knowledge of ITIL® 4 and practical application across operational teams.





- Demonstrated ability to influence behaviors, effect transformational change and drive accountability without direct authority.

- Experience in continual improvement, service performance management, or operational governance.

- Working knowledge of ServiceNow for reporting and analytics (not administration).

- ITIL® 4 Foundation required: ITIL® 4 Managing Professional preferred.

- Strong communication, stakeholder‐management, and facilitation skills.

- Ability to operate independently in a matrixed or multi‐supplier environment

How to Apply: Interested candidates are encouraged to respond/submit their updated resumes, and for additional job opportunities, please visit Jobs In India – VARITE.

Unlock Rewards: Refer Candidates and Earn.

If you're not available or interested in this opportunity, please pass this along to anyone in your network who might be a good fit and interested in our open positions. VARITE offers a Candidate Referral program, where you'll receive a one-time referral bonus based on the following scale if the referred candidate completes a three-month assignment with VARITE.

Experience Level Bonus Referral:

0-2 years

INR 5,000

2-6 years

INR 7,500

6+ years

INR 10,000

About VARITE: VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA, UK, CANADA and INDIA. VARITE is currently a primary and direct vendor to the leading corporations in the verticals of Networking, Cloud Infrastructure, Hardware and Software, Digital Marketing and Media Solutions, Clinical Diagnostics, Utilities, Gaming and Entertainment, and Financial Services.

Equal Prospect Employer:

VARITE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace for all employees. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, veteran status, or disability status.

📌 IT Service Management (Bengaluru)
🏢 VARITE
📍 Bengaluru