Architect / Technical Manager – ITSM

Job Title: Architect / Technical Manager – ITSM (Information Technology Service Management)

Location: India

Department: Infrastructure and Information Security

Reports to: Global Service Desk Manager

Role Overview

We are seeking an experienced Architect / Technical Manager to lead the design, implementation, and delivery of enterprise-scale Information Technology Service Management (ITSM) solutions. This role will be responsible for driving package-based implementation of ITSM custom enhancements, integrations and AI automations, providing technical leadership for a small package-based development team, and ensuring alignment between business objectives and IT service management capabilities.

The ideal candidate will bring deep expertise in ITSM platforms including integrated service desk, asset management and endpoint management systems, strong architectural skills, and proven leadership in delivering complex enterprise solutions.

Key Responsibilities

• Architecture & Solution Design:
• Define and own the end-to-end architecture for ITSM platforms including integrated service desk, asset management, and endpoint management components.
• Lead design of solutions covering incident, problem, cross-functional service, change, asset, endpoint, and configuration management.
• Develop scalable, secure, and high-performance architectures aligned with enterprise standards.
• Establish integration patterns across enterprise systems using APIs, middleware, and event-driven approaches.
• Drive continuous improvement in IT service delivery processes.
• Package-Based Implementation (COTS)
• Lead the customization of ITSM platforms including the implementation of custom modules required to provide cross-functional services, enterprise system integrations and AI-enabled automations that enhance user experience, streamline service delivery and improve operations efficiency.
• Work closely with the ITSM Scrum Master/Product Manager in evaluating and recommending appropriate solutions based on business requirements.
• Ensure best practices in configuration vs customization, minimizing technical debt.
• Technical Leadership
• Provide technical guidance and hands on development support to a small team providing the development, maintenance, quality assurance, and training capabilities needed to implement and release ITSM enhancements.
• Support the Scrum Master/Product Manager in driving Agile/Scrum delivery and ensuring high-quality engineering practices.
• Conduct architecture and code reviews to maintain standards and consistency.
• System Integration & Operations
• Oversee integration of ITSM systems with enterprise system.
• Ensure seamless data flow and interoperability across systems.
• Drive automation initiatives to improve IT operations efficiency.
• Stakeholder & Vendor Management
• Support Scrum Master/Product Manager in working with business stakeholders to translate requirements into technical solutions.
• Manage vendors and third-party partners, ensuring delivery against SLAs and KPIs.
• Maintain awareness of evolving ITSM product enhancements and their applicability to iMerit's needs.
• Governance, Security & Compliance
• Ensure adherence to ITIL and iMerit enterprise governance frameworks.
• Implement and maintain iMerit security, compliance, and data privacy standards.

Required Qualifications

• Bachelor's degree in computer science, information systems, or related field.
• 9-11 years of experience in ITSM solution delivery.
• In-depth knowledge of and experience with ITSM systems and their integration with asset and endpoint management systems.
• Strong background in enterprise architecture and system integration.
• Experience leading technical teams in enterprise environments.
• Solid understanding of ITIL processes and frameworks.
• Ability to travel to India production centers
• Ability to collaborate remotely with globally distributed stakeholders
• Flexibility in work hours needed to support collaboration across time zones

Preferred Qualifications

• ITIL 4 certification.
• Experience with Ivanti ITSM, ITAM, Unified End Management and Patching Tools.
• Experience with Atlassian product suite, use of Jira for service management and/or the HubSpot Ticketing System.
• Experience with cloud platforms.
• Experience implementing ITSM AI-enabled automations.
• Familiarity with DevOps best practices.
• Experience in large-scale digital transformation programs.
• Experience working in AI, autonomous ability, healthcare, or technology sectors

Key Competencies

• Solution & enterprise architecture.
• ITSM platforms.
• COTS implementation & integration.
• Package-based development.
• Agile delivery methodologies.
• Team leadership.
• Relational database design and optimization.
• API integration.
• AI-enabled automation.
• Cloud & hybrid infrastructure.
• Outcome-focused mindset (efficiency, cost reduction, user experience).
• Adaptability and continuous learning.
• Strong organizational and time management skills.
• Strong analytical and problem-solving skills.
• Strong communication and collaboration skills.
• Flexibility and ability to thrive in a rapidly changing business environment.

What Success Looks Like

• Successful delivery of scalable and efficient ITMS solutions.
• High-performing, motivated engineering team.
• Seamless integration across enterprise system.
• Improved IT service delivery and operational efficiency.
• Strong alignment between IT systems and business goals.

Why Join Us

• Opportunity to lead enterprise-scale transformation initiatives.
• Collaborative and innovative culture.
• Work with modern technologies and platforms in a rapidly growing sector.
• Collaborative and growth-oriented environment.
• Competitive compensation and benefits.