Lead Enterprise Software Engineer

Wolters Kluwer; Pune District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Wolters Kluwer in Pune seeks a Lead ITSM Engineer – Operations & Governance to guide enterprise ITSM governance, operating model execution, and cross-team collaboration. You will lead governance forums, performance reporting, and assurance across multiple ITSM practices, ensuring consistent execution and measurable improvements.

The role requires deep hands-on ITSM experience, ITIL certifications, and a track record in automation, AI, and analytics, with ServiceNow and Power BI proficiency.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or a related field is required.
• Minimum 8 years supporting IT operations or ITSM in a large enterprise, including 5+ years across cloud, infrastructure, network, application or platform operations.
• Proven ITSM governance leadership across multiple practices with governance forums, CAB/ECAB, performance reviews and operational assurance.
• Proven expertise in Change Enablement governance, including risk assessment, approvals, and change-related incident reduction.
• Proven expertise in Incident, Service Request and Problem Management governance, including root-cause analysis and corrective-action governance.
• Strong knowledge of ITIL, ITSM practices and IT4IT reference architecture across Change Enablement, Incident, Service Request, Problem, Availability, SLA/SLO and Continual Improvement.
• ITIL Foundation and ITIL Managing Professional (MP) certification is a must.
• Experience redesigning process execution and delivering improvements through automation, AI, analytics or workflow orchestration.
• Hands-on experience with ServiceNow across multiple modules and with Power BI dashboards.
• Experience with DevOps or DevSecOps practices and solution development using Python, PowerShell, APIs, low-code tools or similar.
• Minimum 1 year of experience designing or implementing AI agents, generative AI solutions, or similar capabilities.
• Strong analytical capability in KPI design, trend analysis and translating insight into action.
• Exposure to Azure and AWS operational environments is preferred.

Responsibilities

• Lead the operational governance of ITSM practices across ITSMO, including Change Enablement, Incident, Service Request, Problem, SLA/SLO and Availability Management.
• Run ITSM governance forums, cadence and decision-making to keep the operating model functioning.
• Govern Change Enablement performance: change success/failure, emergency/unauthorised changes, risk assessment quality, CAB/ECAB operation.
• Govern Service Request Management: catalogue accuracy, fulfilment vs target, routing, automation coverage.
• Govern Incident Management: categorisation, assignment, resolution, reopen rates and quality of incident records.
• Govern Problem Management: proactive identification, root-cause analysis quality, known-error management, closure of corrective actions.
• Coordinate cross-team execution of ITSM processes and adherence to Outcome Owner-defined processes and controls.
• Coordinate SLA/SLO performance reporting and monitor targets across all practices.
• Produce management and executive reporting linking data to business impact and actions.
• Own ITSM improvement portfolio with Lean, automation, AI, and human-in-the-loop controls.
• Coordinate ITSM tooling and workflow operation, platform configuration standards and releases.
• Establish baselines, targets and benefits-realization plans demonstrating improvements in reliability and efficiency.
• Lead complex initiatives, owning requirements, plans, risks, dependencies, adoption and measurement.
• Act as Incident Commander for high-severity incidents when required and oversee post-incident reviews.

Skills

ITSM governance

Change Enablement governance

Incident Management governance

Service Request Management governance

Problem Management governance

SLA/SLO reporting

AI/Automation awareness

ServiceNow

Power BI

DevSecOps

Python

PowerShell

APIs

Low-code tools

Education

Bachelor's degree in Computer Science, Information Systems, or related field

Tools

ServiceNow

Power BI

xMatters

PagerDuty

Azure

AWS

Job description

Wolters Kluwer is seeking an experienced and highly motivated Lead ITSM Engineer – Operations & Governance to join our IT Service Management Office (ITSMO). This is an exciting opportunity for an individual with deep, hands‑on experience governing IT Service Management at enterprise scale to take ownership of how our ITSM operating model works in practice, and to make a meaningful impact within a forward‑thinking organization. As a Lead ITSM Engineer, you will play a crucial role in leading the day‑to‑day operation and governance of the full set of ITSM practices — Change Enablement, Incident Management, Service Request Management, Problem Management, Service Level Management and Availability Management — ensuring that the processes defined by our Outcome Owners are consistently executed, measured, controlled and genuinely embedded within our technology teams. In this role, you will be responsible for working closely with a broad set of stakeholders, including Outcome Owners, Service Delivery and IT Operations teams, DevSecOps, Cloud Operations, Security, Compliance, vendors and senior leadership. You will act as the primary operational interface between the Outcome Owners who define our capabilities and the teams who execute them every day. Your primary focus will be on running the governance forums, control framework, performance reporting and assurance activities that give leadership confidence that our services are being managed effectively across every practice, not just during disruption.

ESSENTIAL DUTIES AND RESPONSIBILITIES

ITSM Practice Governance

• Lead the operational governance of all ITSM practices across the ITSM Office, including Change Enablement, Incident Management, Service Request Management, Problem Management, Service Level Management, Availability Management and event notification.
• Run the ITSM governance forums, cadence and decision‑making that keep the operating model functioning, and ensure decisions are recorded, communicated and followed through.
• Govern Change Enablement performance: change success and failure rates, emergency and unauthorised change levels, risk assessment quality, approval effectiveness, and CAB and ECAB operation and discipline.
• Govern Service Request Management: catalogue accuracy and coverage, fulfilment performance against target, approval routing, automation coverage and request‑to‑incident leakage.
• Govern Incident Management as a practice: categorisation and priority accuracy, assignment and routing quality, resolution performance, reopen rates and the quality of incident records.
• Govern Problem Management: proactive problem identification, root‑cause analysis quality, known‑error management, and ownership, due dates and evidenced closure of corrective actions.
• Coordinate consistent execution of ITSM processes across technology, DevSecOps and Service Delivery teams, and govern adherence to Outcome Owner‑defined processes, standards and controls.
• Coordinate SLA and SLO performance reporting and monitor process and service performance against agreed targets across all practices.

Assurance, Risk and Control

• Lead operational assurance activities, including process compliance reviews, control effectiveness testing and evidence collection.
• Support audits and operational control reviews and drive remediation of assurance findings, risks and exceptions to closure.
• Clarify accountability and escalation paths across practices and manage operational escalations.
• Identify systemic process execution issues and capability design weaknesses and provide structured operational feedback to Outcome Owners.

Operational Intelligence and Reporting

Produce management and executive reporting that connects change, incident, request, problem, configuration, service‑level and availability data to business impact and prioritized action. Build and govern trusted ITSM dashboards and analysis, ensuring data quality and consistent definitions across practices.

Analyze cross‑practice trends and risk patterns, such as the relationship between change activity and incident volume, and drive corrective improvement.

Automation, AI and Continual Improvement

Own the ITSM improvement portfolio: prioritize, sequence and drive improvement actions across practices to measurable completion. Apply Lean methods, automation, AI agents and human‑in‑the‑loop controls to reduce friction, manual effort, cycle time and process variation across ITSM value streams.

Design and implement responsible AI and automation workflows across ServiceNow, Microsoft Teams, xMatters, Power BI, DevSecOps and observability platforms, with clear value cases, validation, guardrails, auditability and outcome measures.

Coordinate ITSM tooling and workflow operation, including platform configuration standards, workflow changes and release of process tooling.

Establish baselines, targets and benefits‑realization plans that demonstrate improvements in reliability, quality, speed and efficiency.

Lead complex initiatives, owning requirements, plans, risks, dependencies, adoption and measurement.

Major Incident and Escalation

• Act as Incident Commander for high‑severity incidents when required: mobilize resolver teams, manage decisions and escalations, and deliver timely stakeholder and executive communications.
• Govern the post‑incident review process and ensure findings translate into durable corrective actions with evidenced closure.

General

• Communicate technical concepts, process performance and service risk to non‑technical and executive stakeholders.
• Document processes, procedures, governance decisions and operational runbooks.
• Stay up to date with emerging ITSM, SRE and AI technologies and industry trends, and continuously improve systems, processes and methodologies.

Other Duties

• Performs other duties as assigned by management.
• Participates in a 24x7x365 on‑call rotation with the Service Delivery and Operations team and serves as Escalation Manager when assigned.

JOB QUALIFICATIONS & EXPERIENCE

• Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent relevant experience.
• Minimum of 8 years supporting IT operations or IT Service Management in a large, complex enterprise, including 5+ years across cloud, infrastructure, network, application or platform operations.
• Demonstrated experience leading ITSM governance at scale across multiple practices, including running governance forums, CAB or ECAB, performance reviews and operational assurance activities.
• Proven expertise in Change Enablement governance, including change risk assessment, approval models, emergency change control and change‑related incident reduction.
• Proven expertise in Incident, Service Request and Problem Management governance, including root‑cause analysis and corrective‑action governance.
• Strong working knowledge of ITIL, ITSM practices and the IT4IT reference architecture, covering Change Enablement, Incident Management, Service Request Management, Problem Management, Availability Management, Service Level Management and Continual Improvement.
• ITIL Foundation and ITIL Managing Professional (MP) certification is a must.
• Proven success redesigning process execution and delivering measurable improvements through automation, AI, analytics or workflow orchestration.
• Hands‑on experience with ServiceNow across multiple modules and with Power BI, including workflow configuration and the design of trusted operational dashboards.
• Experience with DevOps or DevSecOps practices and solution development using Python, PowerShell, APIs, low‑code tools or comparable technologies.
• Minimum 1 year of experience designing or implementing AI agents, generative AI solutions, specification‑driven development or comparable capabilities.
• Strong analytical capability in KPI design, trend analysis, data storytelling and translating insight into prioritized action.
• Experience with incident alerting platforms such as xMatters or PagerDuty is strongly preferred.
• Exposure to Azure and AWS operational environments is preferred.

Thought Leadership and Soft Skills

• Executive presence and the ability to communicate process performance, control effectiveness, service risk and recommendations in clear business terms to senior leadership.
• Ability to influence and drive accountability across teams without direct authority.
• Demonstrated ability to lead under pressure, challenge constructively, build consensus and manage competing priorities independently.
• Excellent communication and collaboration skills, with a genuine commitment to team success and continuous learning.

If making a difference matters to you, then you matter to us. Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day. We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world. You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong.

Wolters Kluwer reported 2025 annual revenues of €6.1 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs more than 21,000 people worldwide. Our customers work in industries that impact the lives of millions of people every single day. Our mission is to empower our professional customers with the AI‑powered solutions they need to make critical decisions, achieve successful outcomes, and increase productivity. We deliver trusted, AI‑powered expert solutions that combine deep domain knowledge, proprietary content, and advanced technology to provide expert‑validated insights, automate workflows, and drive better outcomes. Today, nearly 70% of our digital revenues come from AI‑powered solutions, reflecting our strategic focus on embedding AI into professional workflows and delivering measurable productivity gains. We are committed to helping professionals navigate complexity, improve the way they work, and solve critical challenges through cloud‑based, AI‑powered platforms that integrate seamlessly into their workflows and ecosystems. Our solutions are designed to deliver impact when it matters most, especially in high‑stakes environments where accuracy and trust are essential. With a nearly 190‑year legacy, Wolters Kluwer continues to evolve its portfolio of digital solutions and services to meet the changing needs of professionals worldwide, enabling them to work faster, make smarter decisions, and deliver better outcomes. For more information about our solutions and organization, visit www.wolterskluwer.com, or follow us on LinkedIn, Instagram and Facebook.

We are committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases.

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