What This Role Is All About

This role is about leading and transforming IT service delivery across ITSM, Service Desk, and Global Access Management (GAM) to deliver a seamless, secure, and customer-focused experience for employees and the business.

The role combines strategic ITSM governance with hands-on operational leadership, ensuring that services are reliable, processes are efficient, SLAs are consistently met, and teams continuously improve the way IT services are delivered.

Your Key Areas of Focus

- Driving ITSM excellence across Incident, Major Incident, Problem, Change, Request, Knowledge and Service Level Management.
- Leading Service Desk operations to deliver responsive, efficient and high-quality user support.
- Overseeing GAM operations to ensure timely, secure and compliant user access throughout the employee lifecycle.
- Driving automation and continual improvement to reduce manual effort, improve service quality and enhance user experience.
- Using data and operational metrics to identify trends, address risks and drive measurable improvements.
- Strengthening governance, controls and compliance across IT service and access management.
- Leading teams and vendors while building a culture of accountability, collaboration and service excellence.
- Partnering with senior stakeholders to align IT operations with business priorities and deliver tangible business value.

Qualifications for Success

- 10+ years of experience in IT Service Management / IT Operations, with significant leadership experience.
- Strong experience managing ITSM + Service Desk + Access Management/GAM functions.
- Strong knowledge of ITIL/ITSM frameworks and operational governance.
- Experience with ITSM platforms such as Freshservice, ServiceNow or BMC Helix.
- Understanding of IAM/access governance, audit controls and security principles.
- Experience managing global teams and geographically distributed operations.
- Excellent communication, presentation and leadership skills.

Preferred Certifications

- ITIL 3 / ITIL 4 / Managing Professional
- COBIT or equivalent governance framework
- ServiceNow/Freshservice/BMC certifications

What Were Looking For

IT Service Management

- Own and continuously improve ITSM processes including:
- Incident Management
- Major Incident Management
- Problem Management
- Change Management
- Service Request Management
- Knowledge Management
- Service Level Management
- Configuration Management
- Establish and monitor ITSM KPIs, SLAs,



OLAs and operational dashboards.
- Drive continual service improvement and identify opportunities for automation and process optimization.
- Lead ITSM governance forums and operational reviews with technology and business stakeholders.
- Ensure adherence to ITIL best practices and organizational policies.
- Drive RCA quality, corrective actions and prevention of recurring incidents.
- Improve knowledge adoption and self-service capabilities.

Service Desk Management & Global Access Management (GAM)

- Provide leadership and operational oversight for the Service Desk function.
- Ensure effective handling of incidents, service requests and user queries across global regions.
- Drive improvements in FCR, SLA adherence, backlog, response and resolution times.
- Establish effective escalation and Major Incident Management mechanisms.
- Improve Service Desk productivity through automation, knowledge management and self-service.
- Monitor vendor/service provider performance against contractual SLAs and KPIs.
- Ensure consistent service delivery across regions and business functions.
- Lead the Global Access Management function covering user access provisioning, modification and deprovisioning.
- Ensure timely and accurate fulfillment of access requests in line with business requirements and security policies.
- Strengthen joiner, mover and leaver processes.
- Ensure appropriate approvals, segregation of duties and access governance controls.
- Partner closely with Information Security, HR, Application Owners and business stakeholders.
- Drive periodic access reviews and remediation of inappropriate or inactive access.
- Improve automation and integration for access provisioning and lifecycle management.
- Ensure audit readiness and compliance with security and regulatory requirements.
- Monitor GAM performance through SLA, backlog, aging and quality metrics.

Leadership & Stakeholder Management

- Lead and develop ITSM, Service Desk and GAM teams, including performance management, coaching and capability development.
- Establish clear ownership, accountability and operational governance across teams.




- Partner with Infrastructure, Applications, Security, Engineering, HR, Finance and business stakeholders.
- Manage senior stakeholder communications during critical incidents and service-impacting events.
- Present operational performance, risks, trends and improvement initiatives to senior leadership.
- Manage and govern third-party vendors supporting ITSM, Service Desk and Access Management operations.

Tools & Technology

- Drive effective utilization and optimization of ITSM platforms such as Freshservice, ServiceNow or BMC Helix.
- Identify opportunities for workflow automation, AI-enabled service management and self-service.
- Ensure accurate operational reporting and data-driven decision-making.

Get To Know Us

The world runs on connected devices. At Likewize, we make the experience around them work better. We partner with many of the world’s biggest brands to design and deliver seamless device journeys across protection, repair, upgrade, and renewal. We help our partners unlock growth by putting customer experience at the center of the entire device lifecycle. When tech goes wrong, we make it right. When customers are ready for something new, we make the transition simple. We operate on a global scale but never lose sight of the individual customer. Innovation is part of our DNA. We move fast, challenge the obvious, and look for better answers.

We are driven by Success, Passion, Professionalism, Accountability and Teamwork – and we look for people who share the same values. At Likewize, we Go for Growth. To us, that means passion over complacency, accountability over excuses, teamwork over silos, and professionalism as the standard. This is how we create success. If that fires you up, you’re going to love it here.

To learn more about who we are, visit our website at www.likewize.com.

Where We Work

Our Chennai Centre of Excellence is located in the heart of Chennai’s premier IT corridor at Ramanujan IT City. Our workspace offers a modern, sustainable, and amenity-rich setting. The campus features LEED Platinum–certified buildings, beautifully landscaped courtyards, multi-cuisine food courts, gym facilities, banking services, and an internationalstandard convention center—creating a seamless blend of productivity and wellbeing. Situated along OMR with easy access to the Taramani MRTS station and major city hubs, it’s a vibrant, connected destination for teams to do their best work.

📌 ITSM Manager (Chennai)
🏢 Brightstar Telecommunications India
📍 Chennai