Senior Service Management SME

Senior Service Management SME

Senior Service Management SME

Location: Delhi/Hyderabad/Bangalore

Experience: 10 years to 17 years

Must-Have:

• Lead enterprise IT Service Management initiatives, drive ITIL processes, governance and build Service Management COE with strong automation and stakeholder engagement.

Key Responsibilities:

Operational Excellence & Service Delivery

• Lead ITSM processes (Incident, Problem, Change) across enterprise services
• Ensure end-to-end service lifecycle management across all IT services
• Drive service stability, availability, and performance improvements
• Establish standard operating procedures (SOPs) and ensure adherence
• Manage capacity planning and service continuity strategies

Major Incident & Crisis Management

• Major Incident / MOT management and escalation handling
• Lead war room calls and crisis coordination during outages (MOT/P1)
• Drive post-incident reviews (PIR) and corrective/preventive actions
• Maintain incident communication frameworks for stakeholders and leadership
• Improve MTTR through structured incident response practices

Problem Management & RCA Governance

• Define and govern Problem Management frameworks and RCA quality standards.
• Ensure all critical incidents have documented root cause analysis.
• Track and drive closure of known errors and problem records.

Change & Release Governance

• CAB (Change Advisory Board) and release governance
• Govern Change Advisory Board (CAB) processes
• Ensure risk assessment and impact analysis for all changes
• Drive adherence to release schedules and deployment governance
• Reduce change-related incidents through proactive planning

Tooling, Integration & Automation

• ServiceNow workflow optimization and ITSM tool enhancements
• Enhance ITSM capabilities through workflow automation and integration.
• Driving automation & continuous improvement initiatives

Service Metrics, Analytics & Reporting

• SLA/KPI governance and reporting
• Service metrics, dashboards and reporting
• Define and track advanced KPIs (MTTR, MTBF, SLA compliance, trends)
• Build executive dashboards and real-time service health reports
• Perform trend analysis and predictive insights for proactive action
• Present monthly/quarterly service performance reviews

Governance, Risk & Compliance

• Audit, risk and compliance management
• Ensure audit readiness and adherence to enterprise policies (ISO, ITIL, etc.)
• Manage risk registers and mitigation plans for service operations
• Enforce data security, access control, and compliance standards
• Support internal and external audit requirements

COE Enablement & Transformation

• COE framework setup, transformation and standardization
• Define and establish Service Management COE charter and roadmap
• Drive standardization across projects and business units
• Promote best practices, frameworks, and reusable assets
• Lead innovation initiatives (AI, automation, governance in ITSM)

Stakeholder & Collaboration Management

• Stakeholder and cross-team collaboration
• Act as bridge between business, operations, and technical teams
• Manage stakeholder expectations and escalation communication
• Drive alignment across global teams and service functions

People & Leadership

• Team mentoring and capability building.
• Mentor and guide junior service managers and operations teams.
• Build high-performing service management teams.
• Define roles, responsibilities, and capability frameworks.

15 years of Continuous Education.