We are looking for an experienced CFS Head / Service Management Leader to lead large-scale IT Service Management and Service Delivery operations for a leading Indian Banking / BFSI customer . CFS Head / Service Management Head – BFSI

Location:
Hyderabad – Gachibowli Work Mode: Work From Office

Experience:
20+ Years CTC: Up to ₹40–45 LPA including 20% variable Notice Period: Immediate joiners preferred Candidates with experience working with major Indian Banks The ideal candidate should have strong experience in ITSM, Managed Services, Service Governance and Service Delivery , with the ability to manage large cross-functional teams and multiple technology/service towers in a complex banking environment.

Key Responsibilities
- Lead end-to-end IT Service Management and Service Delivery for a large banking environment.
- Manage large cross-functional teams across Infrastructure, Applications, Network, Security, Cloud, Service Desk and other technology towers.
- Own overall Service Governance, SLA management, service performance and customer satisfaction .
- Drive Incident, Major Incident, Problem, Change and Service Request Management .
- Lead Sev1/Sev2 incidents, crisis situations and war rooms , ensuring timely service recovery.
- Drive detailed RCA, CAPA, Service Improvement Plans (SIP) and continuous service improvement.
- Conduct regular SLA/KPI reviews, governance meetings and service performance reviews with business and technology stakeholders.
- Work closely with CIO, CTO, Business Heads and senior banking stakeholders .
- Drive service stabilization, operational excellence and CSI initiatives .
- Ensure effective vendor and multi-vendor management across different service towers.
- Drive ServiceNow adoption, ITSM transformation, automation and process improvement .




- Ensure compliance with risk, audit, security and regulatory requirements .
- Manage CMDB, Asset Management, Availability, Capacity, Continuity and Service Level Management .
- Support service recovery and ensure consistent improvement in SLA, MTTR, CSAT and operational performance .
- Lead and mentor senior managers, service delivery managers and ITSM teams. Mandatory Requirements
- 20+ years of overall IT experience.
- 15+ years of IT Service Management / Service Delivery leadership experience.
- Strong experience with Indian Banking / BFSI customers .
- Experience managing large-scale cross-functional teams , preferably 500+ resources.
- Solid experience in Infrastructure + Application Managed Services .
- Experience working in multi-vendor / multi-tower environments .
- Strong knowledge of ITIL / ITSM processes .
- Hands-on experience in Major Incident, Problem, Change and SLA Management .
- Strong executive stakeholder and customer governance experience.
- Experience with ServiceNow / ITSM tools .
- Strong exposure to Audit, Risk, Compliance, RCA and Service Improvement .
- Excellent communication, presentation and crisis-management skills. Preferred Certifications
- ITIL V4 / ITIL Managing Professional
- ITIL Expert
- PMP / PRINCE2
- Lean Six Sigma
- ServiceNow certifications Candidate Details Required Interested candidates can share their updated CV along with:
- Total

Experience:

- ITSM / Service Management

Experience:

- Indian Banking

Experience:

- Indian Banking Clients Handled:
- Maximum Team Size Managed:
- Infrastructure + Application Managed Services

Experience:

- Current CTC:
- Expected CTC:
- Notice Period:
- Current

Location:

- Willing to work from Hyderabad/Gachibowli:

📌 Cross-Functional Services (Hyderabad)
🏢 Live Connections
📍 Hyderabad