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
