IS Service Manager

Turbocharging Industries and Services India Private Limited; Vadodara; Hybrid; INR 1,500,000 - 2,000,000; Full time

Benefits offered by this job

Flexible Work Hours

Hybrid working model (Mon & Fri WFH)

Medical Insurance

Parental leave Policy

On-site crèche facility

Annual Health Check-up

Employee Assistance Program

Job summary

Turbocharging Industries and Services India Private Limited is seeking an IT Service Management professional in Vadodara, Gujarat. The role involves incident, change, and service request management, alongside optimization of workflows using Microsoft Power Platform.

The ideal candidate should possess a Bachelor’s degree in IT or Computer Science, have at least 6 years of experience in IT Service Management, and be fluent in English. The company offers benefits like flexible work hours and a hybrid working model.

Qualifications

• Minimum 6 years of hands-on experience in IT Service Management or IT Operations.
• Strong practical experience with ITIL v4 processes.
• ITIL v4 Foundation certification required.

Responsibilities

• Manage incidents end-to-end and restore services promptly.
• Own the service request lifecycle and improve service catalog items.
• Lead root cause investigations for high-impact issues.

Skills

Analytical skills

Problem-solving skills

Decision-making skills

Collaborative leadership

Continuous improvement focus

Education

Bachelor’s degree in Information Technology or Computer Science

Tools

ITSM tools

Microsoft Power Platform

Power BI

Job description

Responsibilities

ITSM Process Ownership

• Incident Management: Actively manage incidents end‑to‑end, ensuring rapid restoration of service, effective communication, and clear ownership. Monitor incident KPIs, trends, and root causes; lead and document post‑incident reviews and root cause analyses for major incidents.
• Service Request Management: Own the service request lifecycle, ensuring requests are fulfilled within agreed SLAs. Review and improve service catalog items for clarity, consistency and user experience. Identify and implement automation opportunities to reduce manual effort and cycle time.
• Problem Management: Drive reactive and proactive problem management. Personally lead root cause investigations for recurring or high‑impact issues, ensure corrective and preventive actions are tracked to closure, and produce problem trend analysis to recommend structural improvements.
• Change Enablement: Actively manage the end‑to‑end change process, including impact assessment and risk evaluation. Coordinate CAB activities where applicable, perform post‑change reviews, document lessons learned and maintain accurate audit‑ready documentation aligned with ITIL and company standards.

ITSM Data Ownership (Microsoft Power Platform)

Perform hands‑on configuration, data analysis, and continuous optimization of workflows and reports. Use Power BI and platform insights to track service performance, bottlenecks and improvement opportunities. Collaborate with developers and architects to enhance automation and AI‑enabled capabilities.

Support Team

Provide coaching to the internal team, lead by example through active participation in operational work, and ensure consistent service quality, knowledge sharing and skill development within the team.

Stakeholder Management & Operational Excellence

Act as a primary interface between IT operations, business stakeholders and external service providers. Communicate service performance, risks and improvement plans, monitor customer satisfaction and gather user feedback. Drive measurable improvements based on data, user experience and business needs, and develop and maintain IT Service Continuity Management (ITSCM) processes aligned with business continuity requirements.

Background and Experience

• Bachelor’s degree in Information Technology, Computer Science or a related field.
• Minimum 6 years of hands‑on experience in IT Service Management or IT Operations.
• Strong practical experience with ITIL v4 processes (beyond theoretical knowledge).
• Experience working directly with ITSM tools and operational data.
• ITIL v4 Foundation certification required; ITIL Practice Manager or ITIL Managing Professional highly desirable.
• Experience managing SLAs, KPIs and service performance reporting.
• Experience with Microsoft Power Platform and/or Power BI is highly desirable.
• Solid technical understanding of workplace services, infrastructure and networks.
• Excellent communication skills; fluent in English.

Skills & Experience

• Strong analytical, problem‑solving and decision‑making skills.
• Proven ability to work hands‑on in operational environments.
• Strong governance, risk and compliance awareness.
• Collaborative leadership style with a customer‑first attitude.
• Continuous improvement and automation focus.

Key Competencies

• Hands‑on mindset with accountability for outcomes.
• Continuous improvement and automation focus.
• Strong governance, risk and compliance awareness.
• Ability to balance operational detail with service‑level thinking.
• Collaborative leadership style with a customer‑first attitude.

Benefits

• Flexible Work Hours
• Hybrid working model (Mon & Fri WFH)
• Medical Insurance
• Parental leave Policy
• On‑site crèche facility
• Annual Health Check‑up
• Employee Assistance Program