Job Title: ITIL Process Manager / Director

Location: Noida (Work from Office)

Experience: 14+ Years

Shift: US Shift

Role Overview

The ITIL Process Manager / Director is responsible for designing, implementing, managing, and continuously improving IT Service Management (ITSM) processes aligned with the ITIL framework. The role ensures that IT services are delivered efficiently, consistently, and in line with business requirements.

This role oversees key ITIL processes such as Incident Management, Problem Management, Change Management, Service Request Management, and Service Level Management, ensuring operational excellence and service quality.

Key Responsibilities:

ITIL Process Governance

Define, implement, and maintain ITIL-based ITSM processes across the organization.
Establish governance models and standards for IT service management.
Ensure adherence to ITIL best practices and compliance requirements.

Process Improvement

Continuously review and optimize ITIL processes to improve efficiency and service delivery.
Lead process maturity assessments and improvement initiatives.
Identify automation opportunities within ITSM processes.

Incident & Problem Management

Oversee major incident management processes and ensure timely resolution.
Drive root cause analysis and problem management to reduce recurring incidents.

Change & Release Management

Manage Change Advisory Board (CAB) activities.
Ensure effective change planning, risk assessment, and communication.
Improve success rate of changes and minimize service disruptions.

Service Level Management

Define and monitor SLAs, OLAs, and KPIs for IT services.
Work with business stakeholders to align service expectations.

ITSM Tools Management

Oversee configuration and optimization of ITSM tools such as:
ServiceNow
BMC Remedy
Jira Service Management
Ivanti
Cherwell

Reporting & Metrics

Develop dashboards and reports for:
Incident trends
SLA compliance
Change success rate
Service performance

Leadership & Stakeholder Management

Lead cross-functional teams responsible for IT service delivery.
Act as the central point of governance for ITIL processes.
Collaborate with infrastructure, application, and business teams.

Required Skills:

Technical Skills

Strong knowledge of ITIL V3 / ITIL 4 framework
Experience managing ITSM platforms
Understanding of IT operations, infrastructure, and service delivery

Process Skills

Incident Management
Problem Management
Change Management
Service Request Management
Knowledge Management
Service Level Management

Leadership Skills

Process governance
Stakeholder management
Continuous improvement mindset
Strategic planning

Qualifications

Bachelor's degree in information technology, Computer Science, or related field
ITIL Foundation certification (mandatory)
ITIL Intermediate / ITIL Managing Professional / ITIL Expert preferred
14+ years of experience in IT Service Management (Director level)
Experience leading global ITSM teams

Preferred Certifications

ITIL 4 Managing Professional
PMP or PRINCE2
Six Sigma / Lean certification
ServiceNow certification

Key Performance Indicators (KPIs)

SLA compliance rate
Incident resolution time
Change success rate
Reduction in recurring incidents
Service availability

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ITIL Process Manager/Director