Service Management Lead

ITC Infotech; Mumbai; Hybrid; INR 1,500,000 - 2,100,000; Full time

Job summary

ITC Infotech requires a Service Management Lead in Mumbai to drive ITIL processes and manage IT service platforms. The role demands strong governance, stakeholder liaison, and hands-on experience with ServiceNow or ManageEngine.

Further responsibilities include ensuring process ownership, driving automation, and coordinating with projects for smooth handovers to operations. Excellent communication and negotiation skills are essential for success in this senior position.

Qualifications

• Proven experience on ITIL V3 Incident, Request Fulfilment, Event, Problem, Change, Asset and Configuration Management.
• ITIL Intermediate or Expert certification.
• Proven experience on IT Service Platform (ServiceNow/ManageEngine) implementation and operation.
• Competent in the use of Microsoft PowerPoint, Project, Word and Excel.

Responsibilities

• Own ITIL processes to enable predictable and repeatable practices that can operate in-house and with Vendors.
• Governance of Process and SM Tool across the organization and liaison with stakeholders.
• Central ownership of processes and SM tools to enable predictable and repeatable practices with vendors or external partners.
• Drive standardization, simplification, control, automation, and data quality underpinned by processes and SM tools.
• Evolution of processes and SM tools leveraging self-services automation and out-of-the-box capabilities.
• Handle operational relationships with stakeholders across the organization.
• Chair Business Ownership meetings to align requirements and avoid SM tool issues.
• Interact with projects to ensure handover of new capabilities into operation.
• Liaise with stakeholders to resolve issues, improve maturity and customer satisfaction.
• Support training needs about process & SM tools.

Skills

ITIL framework

ITSM processes

ServiceNow

ManageEngine

PowerPoint

Excel

Word

Project

Stakeholder liaison

Negotiation

Communication

Decision making

Collaboration

Under pressure

Tools

ServiceNow

ManageEngine

Job description

Job Title: Service Management Lead

Job Summary: 9 10 years of ITIL framework and IT Service Platform Implementation

Location: Mumbai

Knowledge and Experience Required

• Proven experience on ITIL V3 Incident, Request Fulfilment, Event, Problem Management , Change, Asset and Configuration Management implementation and operation
• ITIL Intermediate or Expert certification
• Proven experience on IT Service Platform (ServiceNow/ManageEngine) implementation and operation
• Competent in the use of Microsoft PowerPoint, Project, Word and Excel

Roles, Skills and Attributes Required

• Experience in leading IT Service Platform and ITSM Processes in complex and matrix organizations
• Strong business acumen and customer oriented
• Ability to build liaison with dispersed stakeholders and drive customer services
• Strong negotiation skills and ability to resolve problems and follow through to completion
• Ability to deliver results with right quality and attention to detail
• Proactive and preventive orientation to anticipate and drive issues
• Ability to deliver under pressure
• Collaboration, Communication and Decision making skills
• Good command of written/verbal business English

Outputs and Accountabilities

• Owner of ITIL processes to enable predictable and repeatable practices that can operate as effectively in-house and with Vendors
• Accountable of ensuring Governance of Process and SM Tool is in place across organization and establish liaison with stakeholders
• Accountable for central ownership of processes and SM tools to enable predictable and repeatable practices that can operate as effectively in-house and with Vendors or external partners
• Accountable to drive standardization, simplification, control, automation, consistent delivery of services and data quality underpinned by Processes and Service Management tool.
• Accountable for evolution of processes and SM tools leveraging self-services automation and out-of-the-box capabilities in order to support business needs and improve customer satisfaction
• Handle operational relationship with Stakeholders across organisation
• Chair Business Ownership meetings to gain commonality understanding of requirements and avoid issues on Service Management Tool Service
• Interact with associated projects to ensure successful handover of new capabilities into operation
• Liaise with the Stakeholders throughout the processes & SM tools reviews in order to
  • Resolve issues preventing the correct operation of the service
  • Improve the maturity, performance and quality of the service
  • Get endorsement about service and gain customer satisfaction
  • Support training needs about process & SM tools