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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