Service Management Lead

Tata Consultancy Services; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Tata Consultancy Services in India seeks a Lead ITSM to oversee Incident, Problem, Change, Request, Knowledge, and SLA management, ensuring ITIL best practices are followed across global operations.

You will drive policy development, promote continual service improvement, and lead governance reviews with customers and internal stakeholders, delivering measurable service maturity and reliable state of compliance.

Qualifications

• Experience in ITSM processes: Incident, Problem, Change, Request, Knowledge, and SLA management.
• Hands-on ServiceNow ITSM platform experience.
• Strong ITIL v3/v4 knowledge.
• Experience managing enterprise-scale IT operations and support environments.
• Analytical, troubleshooting, and stakeholder management skills.
• Experience in service reporting and governance.
• Bachelor’s degree in Engineering/CS/IT or equivalent.

Responsibilities

• Lead ITSM operations and ensure ITIL adherence.
• Define and maintain ITSM policies and governance frameworks.
• Drive continual service improvement initiatives and service maturity assessments.
• Monitor SLA, KPI, and operational performance metrics.
• Conduct service reviews and governance meetings with customers and internal stakeholders.

Skills

ITSM processes

ServiceNow ITSM

ITIL v3/v4

Enterprise IT operations

Analytical skills

Stakeholder management

Service reporting

Communication

Education

Bachelor's Degree in Engineering/Computer Science/IT or equivalent

Tools

ServiceNow ITSM

Job description

Lead ITSM operations and ensure adherence to ITIL best practices.

Manage Incident, Problem, Change, Request, Knowledge, and Service Level Management processes.

Define, maintain, and improve ITSM policies, procedures, and governance frameworks.

Drive continual service improvement initiatives and service maturity assessments.

Operational Excellence

• Monitor SLA, KPI, and operational performance metrics.
• Conduct service reviews and governance meetings with customers and internal stakeholders.
• Identify recurring issues and drive root-cause analysis and corrective actions.
• Ensure compliance with audit, security, and regulatory requirements.

Required Skills & Qualifications

• Strong experience in ITSM processes: Incident, Problem, Change, Request, Knowledge, and Service Level Management.
• Hands-on experience with ServiceNow ITSM platform.
• Strong understanding of ITIL v3/v4 framework.
• Experience managing enterprise-scale IT operations and support environments.
• Strong analytical, troubleshooting, communication, and stakeholder management skills.
• Experience in service reporting, governance, and continuous improvement initiatives.
• Bachelor's Degree in Engineering, Computer Science, IT, or equivalent.

Preferred Qualifications

• ITIL Foundation / ITIL Managing Professional Certification.
• ServiceNow ITSM Certification.
• Exposure to ITOM, CMDB, Discovery, Automation, and AIOps.
• Experience managing global support teams and managed services engagements.