XTEL Service Management Operational Escalation Management
• Manage escalations related to key operational issues.
• Collaborate with cross-functional teams to identify root causes and drive resolution. Governance & Meeting Facilitation
• TPM CIP Governance: Coordinate and manage governance meetings for Continuous Improvement Projects (CIP) on a weekly and monthly basis.
• Participate in and/or lead weekly calls for TPM CIP, stabilization, and operational catch-up meetings, ensuring progress and alignment with project goals.
• Manage ad-hoc service reviews and escalate issues to senior management when necessary. CIP Functional Custodian
• Oversee the functional analysis of CIP governance, driving testing results and coordinating with business partners to resolve escalations.
• Manage CIP escalation and ensure timely resolution with business partners. Vendor & Stakeholder Management
• Oversee vendor management tasks, including facilitating communication and resolving issues with vendors and other managed service providers.
• Manage vendor-related escalations and ensure timely resolution of issues affecting service delivery.
• Facilitate regular reviews of vendor performance and escalate when necessary. CMDB & Change Management Administration
• Manage the Change Management Database (CMDB) and approval processes.
• Approve RG access requests and oversee CMDB attestation and impact surveys.
• Ensure timely and accurate processing of application impact assessments (AIA) and server upscale requests. Operational and Administrative Support
• Provide administrative support for ongoing operations, including vendor ID/creation in Beeline, CMDB management, and general change management tasks.
• Collaborate with internal teams to support various operational needs as they arise. Ad-Hoc Resolution & Consultancy
• Provide issue resolution, consultancy, and approvals on a case-by-case basis,



working across teams and regions to ensure smooth service delivery.
• Collaborate with teams to resolve issues efficiently and support operational goals. DevOps Scrum Master for VisualFabriq
• Owning backlog management for VF in ADO
• Lead VF DevOps Team Service Introduction Facilitation (New TPM solutions
- EUR)
• Service Introduction: Facilitate the integration of new TPM services and products into the operational environment. Required Skills &

Experience:
•

Experience:
• Proven experience as an IT Service Manager, or similar role in a technical workplace with a strong focus on driving operational excellence.
• Basic understanding of business processes (sales, finance, planning) supported by TPM solutions
• Experience working in a large, global FMCG organisation preferred
• Technical Expertise:
• Experience working with XTEL and/or VisualFabriq TPM solutions
• Knowledge of tools like ServiceNow, Beeline, and performance tracking dashboards is preferred.
• Problem Solving & Escalation Management:
• Strong experience in managing escalations, resolving technical issues, and driving operational excellence.
• Vendor Management:
• Proven experience managing vendor relationships and SLA reviews.
• Project Management:
• Skilled in leading cross-functional projects and facilitating communication across teams.
• Communication & Collaboration:
• Strong English communication skills, with the ability to engage stakeholders, vendors, and internal teams at various levels.
• Knowledge of either French or Italian would be nice to have
• Governance & Compliance:
• Knowledge of governance frameworks and experience in ensuring compliance with internal policies and external requirements.
• Time Management & Organization:
• Excellent organizational skills with the ability to handle multiple tasks and priorities efficiently.
• Needs to either be located in EUR or willing to work core business hours in CET time zone

📌 IT Service Manager (Hyderabad)
🏢 Innova ESI
📍 Hyderabad