Job Description: ITIL Service Management SME

Job Title

ITIL Service Management & Documentation SME

Role Objective

The ITIL Service Management & Documentation SME is responsible for defining, developing, reviewing, and governing IT Service Management processes and operational documentation in alignment with ITIL best practices and organizational requirements.

The role acts as the bridge between IT operations, application teams, infrastructure teams, service desk, customers, vendors, and management, ensuring that service management processes are clearly documented, measurable, operationally practical, and consistently followed.

Key Responsibilities

1. ITSM Process Documentation

- Develop, review, and maintain ITSM policies, processes, procedures, SOPs, workflows, and operational guidelines.
- Ensure documentation follows ITIL principles and organizational governance standards.
- Establish document templates, version control, ownership, approval, and periodic review mechanisms.
- Identify documentation gaps and coordinate with relevant SMEs for remediation.

2. Incident, Problem & Change Management

- Define and document Incident, Major Incident, Problem, and Change Management processes.
- Establish incident categorization, prioritization, escalation, communication, and closure criteria.
- Define Major Incident Management procedures, including stakeholder communication and post-incident review.
- Establish Problem Management practices covering RCA, Known Errors, workarounds, and corrective actions.
- Define Change Management requirements covering standard, normal, and emergency changes.
- Define governance around CAB, approvals, risk assessment, implementation, validation, and rollback.

3. SLA & Service Level Management

- Define and document SLAs, OLAs, and underpinning support commitments.
- Establish service-level measurement and reporting methodologies.
- Define SLA targets for response, resolution, availability, and other agreed service KPIs.
- Document SLA exclusions, pause conditions, dependencies, and escalation mechanisms.
- Support periodic SLA reviews and service performance reporting.
- Ensure SLA requirements are aligned with contractual and operational commitments.

4. Hypercare & Service Transition

- Develop Hypercare Plans for new or transitioned services.
- Define Hypercare entry and exit criteria.
- Establish roles and responsibilities during Hypercare.
- Define incident handling,



escalation, communication, monitoring, and reporting mechanisms.
- Establish daily/weekly Hypercare governance and status reporting.
- Define transition requirements from Hypercare into BAU support.
- Ensure outstanding risks, defects, problems, and action items have clear ownership before Hypercare closure.

5. Service Governance & Reporting

- Establish service governance mechanisms covering:
- SLA/KPI performance
- Incident trends
- Major incidents
- Problem/RCA tracking
- Change performance
- Availability
- Service risks
- Open actions
- Continual improvement initiatives

- Support operational and management service review meetings.
- Prepare concise management reports, dashboards, and service review packs.
- Track actions arising from governance meetings through closure.

6. Roles, Responsibilities & RACI

- Define ITSM roles and responsibilities across customers, internal teams, vendors, and support partners.
- Develop RACI matrices for key service management processes.
- Clarify process ownership, operational ownership, approvals, escalations, and accountabilities.
- Resolve ownership gaps between Service Desk, Application, Infrastructure, Security, Database, Network, and vendor teams.

7. Service Management Process Improvement

- Assess existing ITSM processes and identify gaps against agreed service management practices.
- Recommend improvements to processes, workflows, governance, and documentation.
- Identify opportunities for automation within ITSM tools.
- Support Continual Improvement initiatives.
- Track improvement opportunities, owners, priorities, and target completion dates.

Key Documentation Deliverables

The SME should typically own, coordinate, or review:

Document

Responsibility

IT Service Management Framework

Define overall ITSM governance

Incident Management Process

Develop/review

Major Incident Management Process

Develop/review

Problem Management Process

Develop/review

Change Management Process

Develop/review

Service Request Management Process

Develop/review





SLA / Service Level Management Process

Develop/review

Service Catalogue

Support development

Service Operations Manual

Develop/review

Hypercare Plan

Develop/review

Service Transition / Handover Plan

Review

Escalation Matrix

Define/review

RACI Matrix

Define/review

SLA/KPI Matrix

Define/review

Service Review Template

Develop

Major Incident Report Template

Develop

RCA Template

Develop

Change/CAB Governance

Define/review

SOPs / Work Instructions

Governance/review

Continual Improvement Register

Maintain/govern

Service Acceptance Criteria

Define/review

Required Skills

- Strong understanding of ITIL and IT Service Management principles
- Incident Management
- Major Incident Management
- Problem Management
- Change Enablement
- Service Request Management
- Service Level Management
- Service Configuration Management
- Knowledge Management
- Continual Improvement
- Service Transition / Hypercare
- ITSM governance and reporting
- SLA/KPI definition and measurement
- Process mapping and RACI development
- Strong technical and process documentation skills
- Stakeholder and vendor management
- Ability to translate contractual requirements into operational ITSM processes

ITSM Tools

Working knowledge of enterprise ITSM platforms such as:

- ServiceNow
- BMC Remedy/Helix
- ManageEngine
- Jira Service Management
- Other enterprise ITSM platforms

Preferred Qualifications

- ITIL Foundation certification, with higher-level ITIL certifications preferred
- Experience in IT Service Management / Service Delivery / Service Governance
- Solid experience developing ITSM process and operational documentation
- Experience working within multi-vendor and enterprise environments
- Exposure to infrastructure, application, cybersecurity, cloud, database, and network support environments
- Strong communication and stakeholder-management capabilities

Key Performance Indicators

Performance of the role can be measured through:

- ITSM documentation completion and approval
- SLA compliance
- Reduction in SLA breaches
- Major Incident handling effectiveness
- RCA completion rate
- Repeat incident reduction
- Change success rate
- Reduction in failed/emergency changes
- Hypercare action closure
- Process compliance
- Audit observations
- Continual improvement actions completed
- Stakeholder satisfaction

📌 ITIL Service Management & Documentation SME (Pune)
🏢 Pansoft Data Solutions
📍 Pune