Role Name - IT Service Management Lead

Preferred Experience Range - 8 to 10 years experience in IT Service Management and service delivery

Location - Delhi NCR

Skill Set:

- 8-10 years of experience in end-to-end IT Service Management, including ownership of Incident, Major Incident, Problem, Change, Request and Knowledge Management processes.
- Proven experience leading operations, service governance, continual service improvement, and cross-functional delivery teams.
- Robust understanding of Helpdesk practices, service management tools, computer systems, mobile devices and enterprise technology products.
- Strong leadership, analytical and problem solving abilities,with effective cross team and vendor collaboration.

/ Responsibilities:

- Service Management Leadership
- Lead end to end IT Service Management operations and ensure consistent delivery against agreed service levels and business priorities.
- Provide leadership for major incidents, ensuring rapid assessment, prioritization, escalation, coordination and restoration of services.
- Act as the senior point of contact for service critical matters and drive clear ownership across resolver groups.
- Provide timely, accurate and audience appropriate updates to stakeholders including senior leadership.
- Lead service reviews, major incident calls and post incident reviews, ensuring actions are tracked to closure.
- Problem Management and Reporting
- Own post- ncident reviews and ensure robust root cause analysis, corrective actions and long term preventive measures are completed.




- Develop and review service performance reports, identify trends and risks and provide actionable recommendations.

Responsibilities

- Incident Coordination:
- Service Management Leadership:
- Lead operations and major incidents from detection through service restoration and formal closure.
- Ensure effective prioritization, escalation, resource coordination and adherence to agreed service levels.
- Act as the senior point of contact for major incidents and service critical escalations.
- Provide clear and timely communications to business stakeholders, technical teams, vendors and senior leadership.
- Chair service reviews and post incident reviews with clear actions, owners, and closure tracking.
- Problem Management and Reporting:
- Drive root cause analysis, trend reviews, corrective actions and proactive problem management to reduce repeat incidents.
- Maintain service performance reporting and document lessons learned, risks and preventive measures.
- Governance and Continual Improvement:
- Ensure compliance processes, controls, service levels and operational governance requirements.
- Lead continual service improvement initiatives, including process simplification, automation, knowledge improvement and performance optimization.
- Leadership and Collaboration:
- Lead and coach team members while working closely with technical teams, vendors, process owners and business units.
- Coordinate cross functional actions for long term fixes, service improvements, risk reduction and improved customer experience.

📌 It Service Manager (Delhi)
🏢 Tata Consultancy Services
📍 Delhi