It Service Manager

Tata Consultancy Services; New Delhi; On-site; INR 1,800,000 - 2,600,000; Full time

Job summary

Tata Consultancy Services is seeking an IT Service Management Lead in Delhi NCR to own end-to-end ITSM operations and drive service excellence. You will lead incident management, major incidents, problem management, change control, and knowledge management while coordinating with cross-functional teams and vendors.

The role requires 8-10 years of ITSM and service delivery experience, strong leadership, and a track record of improving service performance.

Qualifications

• 8-10 years of experience in end-to-end IT Service Management and service delivery.
• Experience leading operations, service governance, and cross-functional delivery teams.
• Strong understanding of Helpdesk practices, service management tools, and enterprise tech.
• Proven leadership, analytical, and problem-solving abilities with cross-team collaboration.

Responsibilities

• Lead end-to-end IT Service Management operations and ensure delivery against SLAs.
• Provide leadership for major incidents with rapid assessment and restoration.
• Serve as senior contact for service-critical matters and drive ownership across teams.
• Provide timely updates to stakeholders including senior leadership.
• Chair service reviews and post-incident reviews with actionable follow-ups.
• Drive root-cause analysis, trend reviews, and preventive actions.

Skills

ITSM Leadership

Incident Management

Major Incident

Service Governance

Problem Management

Change Management

Vendor Collaboration

Leadership

Job description

Role Name

IT Service Management Lead

Preferred Experience Range

8 to 10 years experience in IT Service Management and service delivery

Location

Delhi NCR

Skill Set

• 8-10 years of experience in end-to-end IT Service Management, including ownership of Incident, Major Incident, Problem, Change, Request and Knowledge Management processes.
• Proven experience leading operations, service governance, continual service improvement, and cross-functional delivery teams.
• Strong understanding of Helpdesk practices, service management tools, computer systems, mobile devices and enterprise technology products.
• Strong leadership, analytical and problem solving abilities,with effective cross team and vendor collaboration.

Job Description / Responsibilities

• Service Management Leadership
• Lead end to end IT Service Management operations and ensure consistent delivery against agreed service levels and business priorities.
• Provide leadership for major incidents, ensuring rapid assessment, prioritization, escalation, coordination and restoration of services.
• Act as the senior point of contact for service critical matters and drive clear ownership across resolver groups.
• Provide timely, accurate and audience appropriate updates to stakeholders including senior leadership.
• Lead service reviews, major incident calls and post incident reviews, ensuring actions are tracked to closure.
• Problem Management and Reporting
• Own post- ncident reviews and ensure robust root cause analysis, corrective actions and long term preventive measures are completed.
• Develop and review service performance reports, identify trends and risks and provide actionable recommendations.

Responsibilities

• Incident Coordination:
• Service Management Leadership:
• Lead operations and major incidents from detection through service restoration and formal closure.
• Ensure effective prioritization, escalation, resource coordination and adherence to agreed service levels.
• Act as the senior point of contact for major incidents and service critical escalations.
• Provide clear and timely communications to business stakeholders, technical teams, vendors and senior leadership.
• Chair service reviews and post incident reviews with clear actions, owners, and closure tracking.
• Problem Management and Reporting:
• Drive root cause analysis, trend reviews, corrective actions and proactive problem management to reduce repeat incidents.
• Maintain service performance reporting and document lessons learned, risks and preventive measures.
• Governance and Continual Improvement:
• Ensure compliance processes, controls, service levels and operational governance requirements.
• Lead continual service improvement initiatives, including process simplification, automation, knowledge improvement and performance optimization.
• Leadership and Collaboration:
• Lead and coach team members while working closely with technical teams, vendors, process owners and business units.
• Coordinate cross functional actions for long term fixes, service improvements, risk reduction and improved customer experience.