Cross-Functional Services (CFS) Lead

Live Connections Placements Pvt. Ltd.; Hyderabad; On-site; INR 4,000,000 - 4,500,000; Full time

Job summary

Live Connections Placements Pvt. Ltd. is seeking an experienced CFS Head / Service Management Leader to drive ITSM and Service Delivery for a major Indian banking customer.

The role requires steering large cross-functional teams across infrastructure, applications, network and security to deliver reliable services. The ideal candidate will have 20+ years of IT experience, 15+ years in ITSM leadership, and a strong BFSI background.

Qualifications

• 20+ years of IT experience
• 15+ years in ITSM / Service Delivery leadership
• Strong experience with Indian Banking / BFSI customers
• Experience managing large cross-functional teams (500+ resources)
• Infrastructure + Application Managed Services experience
• Multi-vendor / multi-tower environments experience
• Strong ITIL / ITSM knowledge
• Hands-on Major Incident, Problem, Change & SLA Management
• Executive governance with customers
• ServiceNow / ITSM tools exposure
• Audit, Risk, Compliance & RCA experience
• Excellent communication and crisis-management skills

Responsibilities

• Lead end-to-end IT Service Management and Service Delivery for a large banking environment.
• Manage cross-functional teams across Infrastructure, Applications, Network, Security, Cloud and Service Desk.
• Own Service Governance, SLA management, service performance and customer satisfaction.
• Drive Incident, Major Incident, Problem, Change and Service Request Management.
• Lead Sev1/Sev2 incidents, crisis management and war rooms.
• Develop RCA, CAPA, SIP and continuous service improvement.
• Conduct SLA/KPI reviews and governance meetings with business and tech stakeholders.
• Collaborate with CIO/CTO and senior banking stakeholders.
• Drive service stabilization, operational excellence and CSI initiatives.
• Guide ServiceNow adoption and ITSM transformation; pursue automation.
• Ensure compliance with risk, audit, security and regulatory requirements.
• Oversee CMDB, Asset Management, Availability, Capacity and Continuity.

Skills

ITSM

Service Delivery

Service Governance

Cross-functional Teams

Incident Management

Major Incident

Problem Management

Change Management

SLA Management

RCA & CAPA

Service Improvement

ServiceNow

ITIL / ITSM

Crisis Management

Audit & Compliance

Banking / BFSI

Executive Stakeholder Mgmt

Tools

ServiceNow

Job description

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

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.
• 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.
• Strong 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