IT Services Management Lead
Job Summary: Responsible for the overall management and execution of ITSM (IT Services Management) processesincluding Incident, Problem, Change, Knowledge, Configuration Management and Major Incident Management, leveraging Service Now and related tools and processes. Serve as the overall lead andprovide technical direction and leadership to process specific leads focused on specific ITSM functions. Collaborate closely with the Service Towers, Service Desk, Command Center, SMEs (Subject Matter Experts) to ensure timely resolution of Incidents and Requests, and attainment of the established SLAsand KPIs. Continuously improve service excellence and customer satisfaction by minimizing businessdisruption and focusing on end-to-end user experience. Establish standards, operating procedures,processes and policies relating to ITSM processes and ensure adherence.
Job Responsibilities: Essential duties and responsibilities include the following. Other duties may be assigned as appropriate.



Closely monitor the relevant dashboards in Service Now on a regular basis and ensureexceptions including Incidents and Requests that are Breached, Escalated, Reopened orcategorized as high priority are handled in a timely manner. Connect with the Service Towerson a regular basis to ensure exception tickets are handled as a priority. Create and present daily/ weekly monthly operational reports, for leadership review, showing SLA and KPI attainment, Backlog Age and other operational metrics, and exception reports
showing Incidents and Requests requiring special attention and focus. Serve as a Service Delivery Lead and Escalation Manager to the Service Desk and ensure SLA and KPI targets are met, and a high level of customer satisfaction is achieved. Review the open Problem tickets regularly and follow up with the appropriate teams andensure they are addressed and closed by the due date. Oversee / triage P1 Incidents and determine if I&O; teams' engagement is necessa

📌 Itsm Lead (Bengaluru)
🏢 Anonymous
📍 Bengaluru