ITSM Manager

Reflections Info Systems; Thiruvananthapuram; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Reflections Info Systems Pvt Ltd is seeking an ITSM Manager to lead day-to-day ITSM operations and govern incident, problem, change enablement, and service request management. The role emphasizes delivering on SLAs/OLAs, performance reviews, and continuous service improvement in a structured, metrics-driven environment.

The candidate should have ITIL expertise, 8–12 years of IT operations experience, and hands-on familiarity with major ITSM platforms to drive cross-functional collaboration and

Qualifications

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Responsibilities

• Lead day-to-day ITSM operations and govern Incident, Major Incident, Problem, Change Enablement, Service Request, Knowledge and Configuration Management processes.
• Own service performance, SLAs/OLAs, operational KPIs, service reviews, reporting and improvement plans.
• Chair or coordinate major incident bridges; drive timely communications, escalation, restoration and post-incident reviews/root-cause actions.
• Govern change assessment, risk, approvals, scheduling, implementation and post-implementation reviews; coordinate CAB activities where applicable.
• Ensure effective problem management, trend analysis, known-error management and prevention of repeat incidents.
• Coordinate service transition and operational readiness for releases, deployments and project milestones; validate support model, runbooks, monitoring, knowledge and handover artefacts.
• Manage stakeholder expectations, escalations, vendor performance, service risks, dependencies and audit actions.
• Drive continual service improvement using service data, customer feedback, automation and process optimisation.
• Lead and mentor service management/service desk resources and promote a customer-focused, accountable service culture.

Skills

ITIL practices

Incident management

Major incident response

Problem management

Change enablement

SLA/OLA governance

Service reporting

Stakeholder management

People leadership

ITSM platforms

Education

Bachelor’s degree in Computer Science/IT/Engineering

Tools

ServiceNow

Jira Service Management

BMC Helix

Job description

We are looking for 8-12 years experienced candidates for this role.

Responsibilities include

• Lead day-to-day ITSM operations and govern Incident, Major Incident, Problem, Change Enablement, Service Request, Knowledge and Configuration Management processes.
• Own service performance, SLAs/OLAs, operational KPIs, service reviews, reporting and improvement plans.
• Chair or coordinate major incident bridges; drive timely communications, escalation, restoration and post-incident reviews/root-cause actions.
• Govern change assessment, risk, approvals, scheduling, implementation and post-implementation reviews; coordinate CAB activities where applicable.
• Ensure effective problem management, trend analysis, known-error management and prevention of repeat incidents.
• Coordinate service transition and operational readiness for releases, deployments and project milestones; validate support model, runbooks, monitoring, knowledge and handover artefacts.
• Manage stakeholder expectations, escalations, vendor performance, service risks, dependencies and audit actions.
• Drive continual service improvement using service data, customer feedback, automation and process optimisation.
• Lead and mentor service management/service desk resources and promote a customer-focused, accountable service culture.

Certifications

• ITIL 4 Foundation
• ITIL 4 Managing Professional or equivalent
• Bachelor’s degree in Computer Science, Information Technology, Engineering or a related discipline (or equivalent experience).

Primary Skills

• 8–12 years of relevant IT operations / IT Service Management experience, including 3+ years in an ITSM lead, service delivery or manager capacity (proposed experience band; confirm).
• Strong practical knowledge of ITIL practices and service lifecycle governance; ITIL 4 certification preferred.
• Demonstrated ownership of Incident, Major Incident, Problem, Change Enablement and Service Request Management.
• Experience defining and managing SLAs, OLAs, KPIs, service reporting, operational reviews and improvement plans.
• Hands‑on experience with an ITSM platform such as ServiceNow, Jira Service Management, BMC Helix or equivalent.
• Ability to lead major incident response, facilitate root‑cause analysis and drive corrective/preventive actions.
• Experience coordinating cross‑functional teams, application/infrastructure support and external service providers.
• Strong communication, stakeholder management, negotiation, decision‑making and people leadership skills.
• Able to work in a structured, metrics‑driven environment and manage competing priorities under pressure.

Secondary Skills

• ServiceNow administration / process ownership or experience with another enterprise ITSM tool.
• ITIL 4 Managing Professional / Strategic Leader or equivalent advanced service management qualification.
• Experience in service transition, CMDB / configuration management, asset management and operational resilience.
• Exposure to cloud operations, DevOps / Agile delivery, monitoring/observability and IT operations automation.
• Experience in regulated, financial services or customer‑facing environments; vendor and contract governance.

Role

ITSM Manager

Close Date

13-11-2026