Job Description
Senior Service Management SME
n

nSenior Service Management SME
nLocation: Delhi/Hyderabad/Bangalore
nExperience: 10 years to 17 years
n

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

n

nKey Responsibilities:
n

nOperational Excellence & Service Delivery
n
n
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

n
nMajor Incident & Crisis Management
n
n
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

n

nProblem Management & RCA Governance
n
n
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

n

nChange & Release Governance
n
n
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

n

nTooling, Integration & Automation
n
n
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