ITIL Process Manager/Director

BIG Language Solutions; Dadri; On-site; INR 2,000,000 - 3,000,000; Full time

Job summary

A leading language service provider in India is seeking an experienced ITIL Process Manager / Director. This role is responsible for designing and managing IT Service Management processes aligned with the ITIL framework. You will oversee key processes such as Incident Management and Change Management, ensuring operational excellence and service quality. Ideal candidates will have 14+ years of experience in ITSM and a strong knowledge of ITIL practices. Join our team to make a significant impact in IT services.

Qualifications

• 14+ years of experience in IT Service Management (Director level).
• Experience leading global ITSM teams.
• Understanding of IT operations, infrastructure, and service delivery.

Responsibilities

• Design, implement, and improve ITSM processes aligned with ITIL.
• Oversee major incident management processes for timely resolution.
• Define and monitor SLAs, OLAs, and KPIs for IT services.

Skills

ITIL V3 / ITIL 4 framework

ITSM platforms management

Change Management

Service Request Management

Process governance

Education

Bachelor’s degree in information technology or related field

ITIL Intermediate / ITIL Managing Professional / ITIL Expert

Tools

ServiceNow

BMC Remedy

Ivanti

Job description

Job Title: ITIL Process Manager / Director

Location: Noida (Work from Office)

Experience: 14+ Years

Shift: US Shift

Role Overview

The ITIL Process Manager / Director is responsible for designing, implementing, managing, and continuously improving IT Service Management (ITSM) processes aligned with the ITIL framework. The role ensures that IT services are delivered efficiently, consistently, and in line with business requirements.

This role oversees key ITIL processes such as Incident Management, Problem Management, Change Management, Service Request Management, and Service Level Management, ensuring operational excellence and service quality.

Key Responsibilities

ITIL Process Governance

• Define, implement, and maintain ITIL-based ITSM processes across the organization.


• Establish governance models and standards for IT service management.


• Ensure adherence to ITIL best practices and compliance requirements.

Process Improvement

• Continuously review and optimize ITIL processes to improve efficiency and service delivery.


• Lead process maturity assessments and improvement initiatives.


• Identify automation opportunities within ITSM processes.

Incident & Problem Management

• Oversee major incident management processes and ensure timely resolution.


• Drive root cause analysis and problem management to reduce recurring incidents.

Change & Release Management

• Manage Change Advisory Board (CAB) activities.


• Ensure effective change planning, risk assessment, and communication.


• Improve success rate of changes and minimize service disruptions.


• Define and monitor SLAs, OLAs, and KPIs for IT services.


• Work with business stakeholders to align service expectations.

ITSM Tools Management

• Oversee configuration and optimization of ITSM tools such as:


• ServiceNow


• BMC Remedy


• Ivanti

Reporting & Metrics

• Develop dashboards and reports for:


• Incident trends


• SLA compliance


• Change success rate

Leadership & Stakeholder Management

• Act as the central point of governance for ITIL processes.


• Collaborate with infrastructure, application, and business teams.

Required Skills

Technical Skills

• Strong knowledge of ITIL V3 / ITIL 4 framework


• Experience managing ITSM platforms


• Understanding of IT operations, infrastructure, and service delivery

Process Skills

• Change Management


• Service Request Management


• Knowledge Management

Leadership Skills

• Process governance


• Strategic planning

Qualifications

• Bachelor’s degree in information technology, Computer Science, or related field


• ITIL Intermediate / ITIL Managing Professional / ITIL Expert preferred


• 14+ years of experience in IT Service Management (Director level)


• Experience leading global ITSM teams

Preferred Certifications

• ITIL 4 Managing Professional


• PMP or PRINCE2


• ServiceNow certification

Key Performance Indicators (KPIs)

• SLA compliance rate


• Incident resolution time


• Change success rate


• Reduction in recurring incidents

Think global. Think BIG.

Linkedin: https://www.linkedin.com/company/big-language-solutions/mycompany/