This role combines IT Service Management and low-code solution delivery. Having a balance but focuses on ITSM governance, reporting, Jira Service Management administration, service quality, change enablement, problem management and user administration. The remaining balance focuses on discovering, designing, building, testing, releasing, and supporting business solutions using Microsoft Power Apps and Power Automate.
The role works with business stakeholders, IT teams, ERP teams, vendors, and governance forums to improve service performance, strengthen operational control, and deliver practical automation that reduces manual effort and improves user experience.
RESPONSIBILITIES
IT Service Management — approximately 60%
• Maintain weekly KPI and reporting, power BI dashboards, trend analysis, and monthly management packs.
• Prepare IT and ERP SteerCo inputs, consolidate data, track decisions and actions, and follow up with accountable owners.
• Administer change enablement activities, including CAB preparation, change-request queue hygiene, backlog aging,



and governance reporting across both CR groups.
• Support Incident, Service Request, Change, and Problem Management through problem records, RCA scheduling, corrective-action tracking, and major-incident timelines.
• Configure and continuously improve Jira Service Management request types, workflows, automation rules, JQL filters, queues, dashboards, and service catalogue content.
• Perform ticket quality sampling against agreed quality gates and prepare reliable evidence for audit, governance, and compliance reviews.
• Administer access, user provisioning and deprovisioning, and license true-ups in line with approved controls and segregation-of-duties requirements.
• Manage the Confluence knowledge-based lifecycle, including article reviews, space governance, content quality, and agent enablement.

Power Plattform Delivery — approximately 40%
• Lead discovery sessions, capture requirements, assess automation opport

📌 IT Service Manager (Hyderabad)
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📍 Hyderabad