The Work We Do

Teciem designs, builds, and delivers treasury and capital markets software solutions for financial institutions worldwide. We serve banks of every size and geography, offering the right setup for the right need.

Our solutions are designed to replace multiple disconnected systems with one complete, front-to-back platform, helping customers to capture trading and business opportunities quickly, clearly and with control. We cover the entire trading lifecycle, ensuring that everything - from execution to position keeping, to risk management – runs smoothly.

With decades of experience and one of the largest, most diverse client bases in the industry, we turn deep industry knowledge into software that covers most asset classes, meets complex real-world treasury and capital market's needs, and adapts as markets evolve.

Role Purpose

Owns the end-to-end IT service management framework across Incident, Request and Change Management, ensuring the Service Desk and underpinning ITSM processes deliver a consistently reliable service to the business. Accountable for operational readiness for Day 1 and sustained SLA performance thereafter.

Key Responsibilities

- Own and continuously improve the Incident, Request and Change Management processes across Enterprise IT.

- Lead the Service Desk function, ensuring resourcing, tooling and escalation paths meet agreed service levels.

- Define and maintain ITSM standards, workflows and toolset configuration in line with industry best practice.

- Chair the Change Advisory Board, balancing delivery velocity against operational risk.

- Establish and report SLA and OLA performance, driving corrective action where targets are missed.

- Lead major incident management, including communications, root cause analysis and lessons learned.





- Coordinate with Technology Operations and Applications teams to ensure consistent incident and change practice across all towers.

- Own problem management, ensuring recurring issues are identified, tracked and permanently resolved.

- Define and validate service management readiness criteria ahead of Day 1 cutover.

- Own the service catalogue and ensure it reflects current business-facing services.

- Manage the relationship with the Service Desk supplier, including contract performance reviews.

Key Accountabilities

- Accountable for the overall health and performance of the Incident, Request and Change Management processes.

- Accountable for Service Desk performance against agreed SLAs.

- Accountable for the integrity and accuracy of the ITSM toolset and associated data.

- Accountable for service management readiness at Day 1 cutover.

Essential Skills & Experience

- Substantial experience leading IT Service Management functions within a large enterprise environment.

- Demonstrable track record of running Incident, Request and Change Management at scale.

- Strong command of ITIL processes and ITSM tooling configuration.

- Experience leading Service Desk teams, whether in-house, outsourced or hybrid.

- Proven ability to operate under pressure during major incidents, with clear and confident stakeholder communication.

- Strong stakeholder management skills, comfortable engaging at senior executive level.

- Experience supporting operational readiness for a major business transformation or carve-out.

Desirable Skills





- Experience of Service Management within a regulated or financial services workplace.

- Exposure to supplier-managed Service Desk transitions.

- Familiarity with ServiceNow or an equivalent enterprise ITSM platform.

Qualifications

- ITIL v4 Foundation, minimum; Managing Professional stream desirable.

- Relevant degree or equivalent professional experience.

Key Stakeholders

- Head of Enterprise IT and wider Enterprise IT leadership team.

- Technology Operations Lead and Applications Lead.

- Business unit leaders and end users.

- Service Desk and ITSM tooling suppliers.

Success Measures

- SLA and OLA targets consistently met or exceeded across Incident and Request Management.

- Change success rate maintained above agreed threshold with minimal unauthorised changes.

- Service Desk customer satisfaction scores meet or exceed target.

- Major incidents managed to resolution within target timescales, with completed lessons-learned actions.

- Service management processes and tooling fully operational and validated ahead of Day 1.

Diverse Minds, Shared Ambition

At Teciem, we believe that our strength comes from the diversity of our people. Different perspectives, backgrounds, and experiences fuel our innovation and help us build solutions that truly make a difference in the world of financial technology.

We’re committed to creating a workplace where everyone feels respected, heard, and empowered to grow. Here, you can bring your whole self to work, contribute your unique ideas, and be part of a team driven by shared ambition.

We welcome talent from all walks of life and encourage applications from individuals of all genders, races, ages, abilities, identities, and beliefs. Together, we’re shaping a culture where diversity isn’t just celebrated — it’s essential to our success.

📌 IT Service Management Director (Bengaluru)
🏢 Tupargon India
📍 Bengaluru