Role: IT Service Management Lead
Preferred Experience Range: 8 to 10 years’ experience in IT Service Management and service delivery

Location: Delhi NCR/ Noida

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.

Strong 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.

Excellent oral and written communication skills with the ability to influence technical teams, business stakeholders, vendors and senior leadership.

Job Description / 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 transparent 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.

Governance and Continual Improvement

Ensure adherence to aligned Incident, Problem, Change, Request and Knowledge Management processes.

Identify and deliver process

📌 IT Service Management Lead (Noida)
🏢 Tata Consultancy Services
📍 Noida