Role Summary

Service Management will drive end-to-end governance of Incident Management (IM), Problem Management (PB), Change Management (CM), and Major Incident Management (MIM) processes. This role ensures SLA adherence, process standardization, and continuous service improvement while acting as the key interface between operations teams, customers, and leadership.

Key Responsibilities

1. Process Ownership & Governance

- Own and govern ITIL processes IM, PB, CM, and MIM
- Ensure process compliance, audit readiness, and documentation (SOPs/runbooks)
- Drive process standardization and continuous improvement (SIP/CAPA)

2. Incident & Major Incident Management (IM / MIM)

- Oversee P1/P2 incident handling and major incident bridges
- Ensure timely resolution, communication, and escalation management
- Conduct Post Incident Reviews (PIRs) and identify preventive actions
- Improve MTTR, first response time, and escalation hygiene

3. Problem Management (PB)

- Lead RCA reviews and problem records closure
- Identify recurring incidents and drive permanent fixes
- Track known errors and workaround documentation
- Ensure reduction in repeat incidents and backlog

4. Change Management (CM)

- Govern CAB meetings and change approvals
- Ensure risk assessment, impact analysis, and change success rate
- Track change failures and rollback scenarios
- Drive zero-unplanned outages due to changes

5. Service Performance & Reporting

- Track and report SLA/KPI metrics (MTTR, FCR, backlog, success rate)
- Prepare MSR/QBR dashboards with RAG status




- Highlight risks, trends, and improvement opportunities
- Ensure data accuracy and audit traceability

6. Stakeholder & Delivery Management

- Act as SPOC for service management governance
- Interface with customer stakeholders and leadership
- Coordinate with technical towers (SD, Wintel, Network, Cloud, IAM, etc.)
- Drive war rooms and cross-team collaboration

7. Team Leadership

- Lead and mentor incident managers / service management analysts
- Drive KT sessions and process adherence training
- Ensure 24x7 coverage readiness for MIM support

Required Skills & Experience

Core Service Management Skills

- Robust hands-on experience in:
- Incident Management (IM)
- Problem Management (PB)
- Change Management (CM)
- Major Incident Management (MIM)
- Expertise in ITIL framework and best practices

Tools & Platforms

- ITSM tools: ServiceNow / Manage Engine
- Monitoring tools exposure (for MIM coordination): Zabbix, Logic Monitor, SolarWinds (good to have)

Analytics & Reporting

- SLA/KPI tracking and dashboard creation
- Strong knowledge of Excel (formulas, ageing, trend analysis)
- Experience in governance reporting (MSR/QBR)

Certifications (Preferred)

- ITIL v4 Foundation / Intermediate / Managing Professional
- ITIL Specialist Monitor, Support & Fulfil (preferred)
- PMP / PRINCE2 (Project Governance – good to have)

Experience

- 6+ years of IT experience
- Minimum 5+ years in IT Service Management roles
- Experience handling enterprise/global customers

📌 Itsm Consultant (Greater Noida)
🏢 Coforge
📍 Greater Noida