Role Overview

- Lead IT Service Management governance, ensuring compliance with ITIL standards, policies, and audit requirements across the change lifecycle.
- Facilitate global CAB meetings and manage change scheduling, risk assessments, impact analysis, dependency reviews, and conflict resolution through ServiceNow.
- Serve as the Change Management SME, partnering with cross-functional teams to drive governance, operational excellence, and service delivery improvements.
- Develop and maintain Power BI dashboards, executive reports, and operational analytics, providing actionable insights and governance reporting for leadership.
- Drive adoption of Microsoft Copilot, Copilot Studio, Microsoft 365, and SharePoint Online to enhance reporting, collaboration, knowledge management, and AI-enabled process optimization.
- Lead process automation and continuous improvement initiatives, leveraging AIOps and data-driven insights to improve efficiency, compliance, and business outcomes.

Requirements

Minimum 6 years experience in,

- ServiceNow ITSM CAB Workbench




- Advanced Level Power BI
- Microsoft Copilot Copilot Studio
- Microsoft 365 Suite
- SharePoint Online to enhance reporting

Preferred Skills and Experience

- Solid experience in ITIL Change Management, IT Service Management Governance, and Service Management Operations.
- Advanced proficiency in Power BI, Excel Reporting, Data Analytics, and Dashboard Development
- Relevant certifications such as ITIL Foundation/Managing Professional, ServiceNow Certification, Microsoft Power BI Certification, or Microsoft Copilot certifications
- Excellent verbal and written English communication, stakeholder management, and presentation skills

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 IT Service Management Lead (Noida)
🏢 Kyndryl
📍 Noida