Job DescriptionRole: ITSM Process Manager

NYOE: 3 to 5

NLocation: Bengaluru

Nprimary Skill: ITSM,Itsm Consultant,Itsm Process Manager,Incident Manager,Incident Management,Problem Management,Change Management,Service Request Management,Knowledge Management,Service Level Management,service catalog management,Configuration Management

NJD:

NManage and drive IT Service Management processes across Incident, Problem, Change, Service Request, Release, Knowledge and Asset Management. Responsible for process governance, service quality, compliance, reporting, stakeholder management and continual service improvement. Processes mentioned are not limited to these areas and may expand based on business needs.

N

n
- Own and govern ITSM processes and standards.
N
- Monitor SLA/KPI performance and service quality.
N
- Drive process compliance, audits and reporting.
N
- Facilitate reviews, governance meetings and stakeholder communications.
N




- Identify automation andservice improvement opportunities.
N
- Collaborate with support, operations and business teams.
N
- Ensure effective risk management and operational excellence.
N
- Support tool enhancements and process optimisation initiatives.
N

nIncident Management, Problem Management, Change Management, Service Request Management (SRM), Release Management, Knowledge Management, IT Asset Management and other ITSM practices as required.

NMinimum 3+ years of hands-on experience in ITSM operations, governance or process management.

N

n
- Valuable understanding of ITIL framework and ITSM best practices.
N
- Experience with ServiceNow, Remedy, Jira Service Management or similar ITSM tools.
N
- Strong analytical, reporting and stakeholder management skills.
N
- Excellent communicationand problem-solving abilities.
N

📌 Itsm Process Manager (Karnataka)
🏢 Tata Consultancy Services
📍 Karnataka