IT Service Management Director

TI2 Tupargon India Private Limited; Bengaluru; On-site; INR 3,000,000 - 5,500,000; Full time

Job summary

Teciem invites an experienced IT Service Management Leader to own end-to-end ITSM across Incident, Request and Change Management for our large enterprise environment in Bengaluru. You will drive Service Desk operations, SLA governance and ITSM standards that ensure reliable business services.

You will chair the Change Advisory Board, lead major incident management, monitor SLA/OLA performance, and coordinate with Technology Operations to ensure consistent practices across towers.

Qualifications

• ITIL v4 Foundation minimum; Managing Professional stream desirable.
• Relevant degree or equivalent professional experience.

Responsibilities

• Own and continuously improve Incident, Request and Change Management processes across Enterprise IT.
• Lead the Service Desk function, ensuring resourcing, tooling and escalation paths meet service levels.
• Define and maintain ITSM standards, workflows and toolset configuration.
• Chair the Change Advisory Board, balancing delivery velocity against operational risk.
• Establish and report SLA and OLA performance, driving corrective actions.
• Lead major incident management, including communications, root cause analysis, and lessons learned.
• Coordinate with Technology Operations and Applications teams to ensure consistent incident and change practice across all towers.
• Own problem management, ensuring recurring issues are identified, tracked and permanently resolved.
• Define and validate service management readiness criteria ahead of Day 1 cutover.
• Own the service catalogue and ensure it reflects current business-facing services.
• Manage the relationship with the Service Desk supplier, including contract performance reviews.

Skills

ITIL processes

ITSM tooling

Service Desk leadership

Stakeholder management

Major incident leadership

High-pressure communication

Education

ITIL v4 Foundation

Relevant degree or equivalent professional experience

Tools

ServiceNow

Job description

Role Purpose

Owns the end-to-end IT service management framework across Incident, Request and Change Management, ensuring the Service Desk and underpinning ITSM processes deliver a consistently reliable service to the business. Accountable for operational readiness for Day 1 and sustained SLA performance thereafter.

Key Responsibilities

• Own and continuously improve the Incident, Request and Change Management processes across Enterprise IT.
• Lead the Service Desk function, ensuring resourcing, tooling and escalation paths meet agreed service levels.
• Define and maintain ITSM standards, workflows and toolset configuration in line with industry best practice.
• Chair the Change Advisory Board, balancing delivery velocity against operational risk.
• Establish and report SLA and OLA performance, driving corrective action where targets are missed.
• Lead major incident management, including communications, root cause analysis and lessons learned.
• Coordinate with Technology Operations and Applications teams to ensure consistent incident and change practice across all towers.
• Own problem management, ensuring recurring issues are identified, tracked and permanently resolved.
• Define and validate service management readiness criteria ahead of Day 1 cutover.
• Own the service catalogue and ensure it reflects current business-facing services.
• Manage the relationship with the Service Desk supplier, including contract performance reviews.

Key Accountabilities

Accountable for the overall health and performance of the Incident, Request and Change Management processes. Accountable for Service Desk performance against agreed SLAs. Accountable for the integrity and accuracy of the ITSM toolset and associated data. Accountable for service management readiness at Day 1 cutover.

Essential Skills & Expertise

• Substantial experience leading IT Service Management functions within a large enterprise environment.
• Demonstrable track record of running Incident, Request and Change Management at scale.
• Strong command of ITIL processes and ITSM tooling configuration.
• Experience leading Service Desk teams, whether in-house, outsourced or hybrid.
• Proven ability to operate under pressure during major incidents, with clear and confident stakeholder communication.
• Strong stakeholder management skills, comfortable engaging at senior executive level.
• Experience supporting operational readiness for a major business transformation or carve-out.

Desirable Skills

Experience of Service Management within a regulated or financial services environment. Exposure to supplier-managed Service Desk transitions. Familiarity with ServiceNow or an equivalent enterprise ITSM platform.

Qualifications

• ITIL v4 Foundation, minimum; Managing Professional stream desirable.
• Relevant degree or equivalent professional experience.

Key Stakeholders

• Head of Enterprise IT and wider Enterprise IT leadership team.
• Technology Operations Lead and Applications Lead.
• Business unit leaders and end users.
• Service Desk and ITSM tooling suppliers.

Success Measures

• SLA and OLA targets consistently met or exceeded across Incident and Request Management.
• Change success rate maintained above agreed threshold with minimal unauthorised changes.
• Service Desk customer satisfaction scores meet or exceed target.
• Major incidents managed to resolution within target timescales, with completed lessons‑learned actions.
• Service management processes and tooling fully operational and validated ahead of Day 1.

Diverse Minds, Shared Ambition

At Teciem, we believe that our strength comes from the diversity of our people. Different perspectives, backgrounds, and experiences fuel our innovation and help us build solutions that truly make a difference in the world of financial technology.

We’re committed to creating a workplace where everyone feels respected, heard, and empowered to grow. Here, you can bring your whole self to work, contribute your unique ideas, and be part of a team driven by shared ambition.

We welcome talent from all walks of life and encourage applications from individuals of all genders, races, ages, abilities, identities, and beliefs. Together, we’re shaping a culture where diversity isn’t just celebrated — it’s essential to our success.

At Teciem, we design, build, and deliver front-to-back treasury and capital markets software solutions for financial institutions around the world. From regional banks to the world’s largest global institutions, we provide flexible, scalable technology that meets the unique needs of each client – no matter their size or geography.

Our award‑winning platforms – Kondor, Summit, Opics, Sophis, Fusion Invest, and Fusion Risk – help clients simplify the trading lifecycle, manage risk with confidence, and operate seamlessly across asset classes and global markets.

With decades of domain expertise and one of the largest, most diverse client communities in the industry, we transform complex real‑world treasury and capital markets needs into powerful, future‑ready software.

Today, more than 340 financial institutions, including the majority of the world’s top 100 banks, trust our solutions to strengthen their operations and support resilient economies.

Purpose – Why we exist

We empower financial institutions to build resilient and future‑ready economies, worldwide.

Vision – What the future holds

To lead innovation in treasury and capital markets technology, building on the solid foundations of our mission -critical and industry - defining solutions.

Mission – How we get there

We place our clients’ success and ambitions at our core, continuously evolving and innovating our solutions to deliver outstanding business value and real economic impact.

You help us simplify Treasury and capital markets can be intricate, but you play a key role in making them easier to navigate. Your ideas and expertise help us transform complicated processes into intuitive, streamlined solutions used by financial institutions worldwide. Every improvement you make creates clarity, efficiency, and real‑world impact for our clients. You shape the future with AI, every day AI isn’t a buzzword here — it’s embedded in how we build, innovate, and deliver. Whether you’re working on smarter automation, data‑driven insights, or enhanced user experiences, your contribution fuels the next generation of intelligent financial technology. You’ll be part of a team that uses AI to make our products faster, sharper, and more meaningful for the industry. You grow through collaboration We believe the best outcomes happen when great minds come together. You’ll work alongside talented colleagues across engineering, product, design, and client‑facing teams — sharing knowledge, solving problems, and learning constantly.