Job Description: IT Service Management (ITSM) Lead/ Manager

Role Summary

The IT Service Management (ITSM) Manager is responsible for driving end-to-end IT service excellence through strong ITIL process governance, service analytics, and continuous improvement. This role owns Incident, Problem, and Change Management processes while delivering executive-level reporting through CSR/MSR, ensuring high service stability, SLA compliance, and proactive issue resolution.

Key Responsibilities

ITIL Process Governance

Own and govern Incident, Problem, and Change Management processes end-to-end
Ensure ITIL adherence across all IT teams and vendors through audits and compliance checks
Drive incident reduction via trend analysis, shift-left strategies, and automation
Lead Major Incident Management (MIM) and ensure effective stakeholder communication
Establish strong Problem Management practices with proactive identification and permanent fixes
Chair the Change Advisory Board (CAB) and ensure risk-assessed, conflict-free changes
Improve change success rate through structured validation and post-implementation reviews
Ensure process compliance is driven through process training and evaluations.

Service Reporting, CSR & Analytics

Prepare and present Monthly Service Reviews (MSR) and Customer/Client Service Reports (CSR)
Extract and analyze ticket data from ServiceNow (or equivalent tools)
Deliver SLA/OLA reporting, including breach analysis, trends, and recovery plans
Build executive dashboards covering incidents, problems, changes, and service requests
Translate operational data into actionable insights, risks, and improvement plans

Governance & Stakeholder Management

Lead service review meetings with customers and senior leadership
Establish standardized reporting cadence and governance frameworks
Ensure data accuracy, quality, and audit readiness within ITSM tools
Act as the central point of accountability for service performance and reporting integrity

Required Qualifications

Experience

12+ years in IT Operations / Service Delivery

10+ years in ITSM / Process Owner role

Experience managing Major Incidents, CAB, and executive reporting

Skills & Tools

ITIL v4 Foundation (mandatory)
Hands-on experience with: ServiceNow
Strong reporting & analytics skills (Power BI, Tableau, or similar)

Excellent stakeholder communication and facilitation skills

Power Platform Developer

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