IT Infrastructure Manager (ITSM, ITOM & CMDB – iMitra/ServiceNow)

Titan Company; Bengaluru; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

Titan Company in Bengaluru seeks a senior leader to own enterprise ITSM, ITOM, and CMDB governance on the ServiceNow iMitra platform.

You will drive automation, CAB governance, data integrity, and risk management across IT services, collaborating with Infra, Security, Business Units, and vendors to deliver reliable, auditable IT operations.

This role leads cross-functional teams and accelerates AI‑led operations to improve service quality and visibility.

Qualifications

• 5+ years of experience in ITSM / IT Operations / ServiceNow platform.
• Strong expertise in ITSM, ITOM, and CMDB governance.
• Proven experience as Change Manager with CAB governance ownership.
• Exposure to automation, integrations, and digital transformation initiatives.
• Strong understanding of audit, compliance, and risk frameworks.
• Experience working with cross-functional teams and vendor ecosystems.

Responsibilities

• Lead enterprise-wide ITSM, ITOM, and CMDB governance for ServiceNow.
• Own end-to-end ITSM processes including Incident, Change, Service Request, and Service Catalog.
• Plan, schedule, and conduct CAB meetings for critical changes.
• Drive automation and integrations across the ServiceNow platform.
• Ensure audit readiness and risk mitigation across ITSM/CMDB.
• Collaborate with Infra, Security, and Vendors to align IT services with business needs.
• Lead cross-functional teams and drive capability development in automation and AI-led IT operations.

Skills

ITSM

ITOM

CMDB governance

Change management

CAB governance

Automation

Integrations

Audit & compliance

Stakeholder mgmt

Vendor management

Tools

ServiceNow

Power Automate

Job description

Job Requirements

Role

• Lead enterprise-wide IT Service Management (ITSM), IT Operations Management (ITOM), and CMDB governance for Titan’s iMitra (ServiceNow) platform.
• The role is accountable for delivering reliable, audit-ready IT services through strong governance, automation-first operations, and effective change management. Drives enterprise transformation by enabling data integrity, operational visibility, and controlled IT change execution.

Job Profile

• Own end-to-end ITSM processes including Incident, Change, Service Request, and Service Catalog
• Act as Enterprise Change Manager, ensuring structured governance of all IT changes
• Plan, schedule, and conduct CAB (Change Advisory Board) meetings for critical/high-risk changes
• Govern ITOM capabilities including discovery, monitoring, and infrastructure visibility
• Own CMDB 2.0 as the single accountable authority for data integrity, lifecycle, and compliance
• Define and enforce CMDB standards, CI models, and data governance controls
• Drive automation, integrations, and self-service initiatives across ServiceNow platform
• Ensure audit readiness, compliance adherence, and risk mitigation across ITSM/CMDB processes
• Collaborate with Infra, Security, Business Units, and Vendors to align IT services with business needs
• Lead cross-functional teams and drive capability development in automation and AI-led IT operations

Key Deliverables

• SLA adherence across ITSM processes with improved service quality
• Structured CAB governance with documented approvals and decisions
• Accurate, complete, and audit-ready CMDB data
• Improved IT infrastructure visibility through ITOM capabilities
• 30% reduction in manual effort through automation and integrations
• Zero major audit observations across ITSM and CMDB
• Increased adoption of self-service and automation-led service delivery
• Strong stakeholder satisfaction and alignment with business priorities

Work Experience

Experience and Skill

• 5+ years of experience in ITSM / IT Operations / ServiceNow platform
• Strong expertise in ITSM, ITOM, and CMDB governance
• Proven experience as Change Manager with CAB governance ownership
• Exposure to automation, integrations, and digital transformation initiatives
• Strong understanding of audit, compliance, and risk frameworks
• Experience working with cross-functional teams and vendor ecosystems

Good to Have:

• Exposure to AI/ Power Automate/ Copilot / automation-led IT operations
• Experience with ServiceNow ITOM modules (Discovery, Event Management)
• Knowledge of API integrations, Power Automate, or orchestration tools
• Understanding of data analytics, dashboards, and platform reporting
• Awareness of cloud infrastructure and modern IT operations