Service Management ITIL

Infosys; Hyderabad, Pune District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Infosys in Hyderabad seeks a specialist to design and implement IT Service Management processes aligned with ITIL best practices. You will define service architecture, governance frameworks, and operational standards to ensure robust IT service delivery.

Responsibilities include leading Incident, Problem, Change, and Release Management, establishing SLAs/OLAs/KPIs, and driving continual service improvement across IT operations.

Responsibilities

• Design and implement IT Service Management processes aligned with ITIL best practices.
• Define service architecture, governance frameworks, and operational standards.
• Lead Incident, Problem, Change, and Release Management processes.
• Establish and monitor SLAs, OLAs, KPIs, and service performance metrics.
• Drive continual service improvement initiatives across IT operations.
• Collaborate with business and technology teams to align services with organizational objectives.
• Conduct process assessments, audits, and compliance reviews.
• Provide guidance on service transition, service design, and operational readiness.
• Support ServiceNow/ITSM tool implementation and optimization.
• Prepare executive dashboards, reports, and service review presentations.

Job description

Role & responsibilities

• Design and implement IT Service Management processes aligned with ITIL best practices.
• Define service architecture, governance frameworks, and operational standards.
• Lead Incident, Problem, Change, and Release Management processes.
• Establish and monitor SLAs, OLAs, KPIs, and service performance metrics.
• Drive continual service improvement initiatives across IT operations.
• Collaborate with business and technology teams to align services with organizational objectives.
• Conduct process assessments, audits, and compliance reviews.
• Provide guidance on service transition, service design, and operational readiness.
• Support ServiceNow/ITSM tool implementation and optimization.
• Prepare executive dashboards, reports, and service review presentations.

Preferred candidate profile