Purpose:

To own and stand up the GCC's end-to-end service management framework, establishing how the centre will be measured and held accountable as an operating entity from the very first wave go-live.

Scope:

Owns the SLA/OLA catalogue, KPI taxonomy, escalation paths, and service governance rhythm. Selects and configures the ITSM/service-request platform, negotiates and baselines service commitments with parent-company service owners, and acts as the primary interface on service performance, disputes, and continuous improvement.

Skills Required:

-- Deep expertise in ITIL/service-management frameworks, SLA/OLA design and KPI taxonomies.
-- Hands-on experience selecting, configuring and rolling out ITSM/service-request platforms.
-- Solid track record negotiating and defending service commitments with senior stakeholders.
-- Skilled at building dashboards and reporting rhythms that build stakeholder trust.
-- Practical experience running incident, problem and major-incident governance at scale.




-- Design and publish the service catalogue with a full SLA and OLA structure covering scope, service levels, measurement definitions and exclusions. Ensure every service has a named owner, a defined consumer and unambiguous performance criteria before it goes live.
-- Define the KPI taxonomy across quality, timeliness, productivity and customer-experience dimensions, with clear calculation logic and data sources. Establish measurement baselines so improvement can be evidenced rather than asserted.
-- Lead selection, configuration and rollout of the ITSM/service-request platform, including ticket taxonomy, priority and severity rules, workflows and SLA clocks. Manage the vendor through implementation and drive user adoption across towers.
-- Own service performance reporting to GCC leadership and the parent company, ensuring dashboards are accurate, timely and interpretable. Provide the transparency needed to build parent-company trust in the centre as an operating entit

📌 Service Management Lead (Chennai)
🏢 Algihaz Holding
📍 Chennai