We are looking for 8-12 years experienced candidates for this role.

Responsibilities include

- Lead day-to-day ITSM operations and govern Incident, Major Incident, Problem, Change Enablement, Service Request, Knowledge and Configuration Management processes.
- Own service performance, SLAs/OLAs, operational KPIs, service reviews, reporting and improvement plans.
- Chair or coordinate major incident bridges; drive timely communications, escalation, restoration and post-incident reviews/root-cause actions.
- Govern change assessment, risk, approvals, scheduling, implementation and post-implementation reviews; coordinate CAB activities where applicable.
- Ensure effective problem management, trend analysis, known-error management and prevention of repeat incidents.
- Coordinate service transition and operational readiness for releases, deployments and project milestones; validate support model, runbooks, monitoring, knowledge and handover artefacts.
- Manage stakeholder expectations, escalations, vendor performance, service risks, dependencies and audit actions.
- Drive continual service improvement using service data, customer feedback, automation and process optimisation.
- Lead and mentor service management/service desk resources and promote a customer-focused, accountable service culture.

Certifications :
- ITIL 4 Foundation
- ITIL 4 Managing Professional or equivalent
- Bachelor’s degree in Computer Science, Information Technology, Engineering or a related discipline (or equivalent experience).

Primary Skills :
- 8–12 years of relevant IT operations / IT Service Management experience, including 3+ years in an ITSM lead, service delivery or manager capacity (proposed experience band; confirm).
- Strong practical knowledge of ITIL practices and service lifecycle governance; ITIL 4 certification preferred.
- Demonstrated ownership of Incident, Major Incident, Problem,



Change Enablement and Service Request Management.
- Experience defining and managing SLAs, OLAs, KPIs, service reporting, operational reviews and improvement plans.
- Hands-on experience with an ITSM platform such as ServiceNow, Jira Service Management, BMC Helix or equivalent.
- Ability to lead major incident response, facilitate root-cause analysis and drive corrective/preventive actions.
- Experience coordinating cross-functional teams, application/infrastructure support and external service providers.
- Strong communication, stakeholder management, negotiation, decision-making and people leadership skills.
- Able to work in a structured, metrics-driven environment and manage competing priorities under pressure.

Secondary Skills :
- ServiceNow administration / process ownership or experience with another enterprise ITSM tool.
- ITIL 4 Managing Skilled / Strategic Leader or equivalent advanced service management qualification.
- Experience in service transition, CMDB / configuration management, asset management and operational resilience.
- Exposure to cloud operations, DevOps / Agile delivery, monitoring/observability and IT operations automation.
- Experience in regulated, financial services or customer-facing environments; vendor and contract governance.

Job Details

Role

ITSM Manager

Location

Trivandrum/Kochi

Close Date

13-11-2026

Interested candidates may forward their detailed resumes to [email protected] along with their notice period, current and expected CTC details. This is to notify jobseekers that some fraudsters are promising jobs with Reflections Info Systems for a fee. Please note that no payment is ever sought for jobs in Reflections.

We contact our candidates only through our official website or LinkedIn and all employment related mails are sent through the official HR email id. Please contact [email protected] for any clarification/ alerts on this subject.

📌 ITSM Manager (Thiruvananthapuram)
🏢 Reflections Info Systems
📍 Thiruvananthapuram