Service Management SME - ITSM, Data & AI

Wipro; Maharashtra; On-site; INR 2,000,000 - 3,200,000; Full time

Job summary

Wipro in Maharashtra, India, invites an experienced IT Service Management Lead to own end-to-end service-improvement initiatives across Change, Incident and Problem Management, using data, AI and ML to deliver measurable outcomes.

You will partner with stakeholders, run forums, define KPIs (MTTR, change success), translate needs into delivery plans, and drive cross‑team collaboration with clear, timely communications.

Qualifications

• 8–10 years of ITSM experience with a focus on Change, Incident and Problem Management.
• Proven delivery of IT infrastructure projects (compute, storage, cloud, databases).
• Experience leading stakeholder forums and driving outcomes through influence.
• Strong analytical capability to interpret data and drive decisions.
• Hands-on with AI/ML concepts in IT operations or service management.
• Excellent written and verbal communication, including executive reporting.

Responsibilities

• Drive strong ITSM practices with a focus on Change, Incident and Problem Management.
• Facilitate post-incident reviews and problem investigations; ensure root cause analysis.
• Improve change quality (risk assessment, scheduling, approvals, communications).
• Define and track service KPIs (MTTR, incident recurrence, change success rate).
• Run stakeholder forums and working groups; set agendas and manage actions.
• Translate stakeholder needs into clear requirements, delivery plans and backlogs.
• Build cross-team collaboration and maintain transparent communication.

Skills

ITSM

Change Mgmt

Incident Mgmt

Problem Mgmt

Stakeholder mgmt

Data analysis

AI/ML

Executive reporting

Tools

ServiceNow

Power BI

SQL

Python

Job description

Job Purpose

Lead end-to-end delivery of service improvement initiatives. The role partners closely with stakeholders across Technology and the business, drives ITSM process maturity (Change, Incident, Problem), and uses data, AI and machine learning to identify opportunities, prioritize actions, and deliver measurable outcomes.

Key Responsibilities

• Drive strong ITSM practices with a focus on Change, Incident and Problem Management.


• Facilitate post-incident reviews and problem investigations; ensure root cause analysis leads to preventative actions.


• Improve change quality (risk assessment, scheduling, approvals, communications) to reduce failed changes and service impact.


• Define and track service KPIs (e.g., MTTR, incident recurrence, change success rate) and drive continuous improvement.


• Run stakeholder forums and working groups: set agendas, chair meetings, manage actions, and follow through to closure.


• Translate stakeholder needs into clear requirements, delivery plans and prioritized backlogs.


• Build strong cross-team collaboration and manage expectations through transparent communication.

IT Service Management Processes (Change / Incident / Problem)

• Drive strong ITSM practices with a focus on Change, Incident and Problem Management.


• Facilitate post-incident reviews and problem investigations; ensure root cause analysis leads to preventative actions.


• Improve change quality (risk assessment, scheduling, approvals, communications) to reduce failed changes and service impact.


• Define and track service KPIs (e.g., MTTR, incident recurrence, change success rate) and drive continuous improvement.


• Run stakeholder forums and working groups: set agendas, chair meetings, manage actions, and follow through to closure.


• Translate stakeholder needs into clear requirements, delivery plans and prioritized backlogs.


• Build strong cross-team collaboration and manage expectations through transparent communication.

Data Analysis & Insight-Driven Actions

• Analyse operational and project data to identify trends, bottlenecks and improvement opportunities.


• Create dashboards and insight packs (e.g., service performance, change outcomes, incident/problem trends).


• Convert insights into actionable plans with owners, timelines and measurable benefits.

AI / Machine Learning Initiatives

• Identify, shape and deliver AI/ML use cases relevant to infrastructure and IT operations (e.g., incident triage, anomaly detection, predictive capacity, knowledge management).


• Partner with data/AI teams to define problem statements, success metrics, data needs, and adoption plans.


• Support responsible AI delivery: controls, explainability, model monitoring, and operational readiness.

Required Skills & Experience

• Proven experience delivering IT infrastructure projects (e.g., compute, storage, cloud, Databases, data centre, platform).


• Strong working knowledge of ITSM with hands‑on exposure to Change, Incident and Problem Management.


• Demonstrable experience leading stakeholder forums and driving outcomes through influence.


• Strong analytical capability: ability to interpret data, identify trends, and drive decisions/actions.


• Hands on experience with AI/ML concepts and practical application in IT operations or service management.


• Excellent communication skills (written and verbal), including executive‑level reporting.

Preferred / Nice to Have

• ITIL certification (Foundation or above).


• Experience with common ITSM tools (e.g., ServiceNow or equivalent).


• Experience with Agile delivery methods and/or hybrid delivery models.


• Exposure to cloud platforms (Azure/AWS/GCP) and automation (scripting, orchestration).


• Experience building dashboards (Power BI/Tableau) and using data tools (SQL, Python—optional).

Mandatory Skills: Project Management .

Experience: 8-10 Years .

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.