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 setting.

Required Skills &

- Experience:

- Experience:
- Proven experience as an IT Service Manager, or similar role in a technical environment 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 - XTEL (Hyderabad)
🏢 Innova ESI
📍 Hyderabad