Job Title: Senior ITSM Project Head
Location:Mumbai, Andheri
Our Story
The Neve Jewels Group is a pioneer in the digital-first approach, driving e-commerce innovation and excellence across the globe for over 16 years. By removing the middleman retailer and excess inventory, Neve Jewels Group is able to offer made-to-order products and pass those savings directly on to customers.
Headquartered in the UK, Neve Jewels Group encompasses three renowned brands: Diamonds Factory, Austen & Blake, and Sachet. Each brand reflects the group's commitment to redefining modern luxury through distinctive craftsmanship and ethical practices. With retail locations, offices, and boutiques across the UK, Europe, Australia, New Zealand, and Canada, Neve Jewels Group is leading the change in how people buy jewellery.
www.diamondsfactory.co.uk I www.austenblake.com I www.sacet.com
Position Overview:
Role Summary
We are seeking an experienced Senior ITSM Project Head to lead strategic IT Service Management transformation initiatives across the organization. This role will partner closely with the Head of IT Service & Operations to drive enterprise-wide delivery across four critical domains:
- IT Service Management (ITSM)
- Identity & Access Management (IDAM)
- Enterprise Observability
- Service Desk & IT Asset Management
As the senior delivery owner, you will be responsible for defining programme strategy, governance, implementation roadmaps, and operational excellence while ensuring successful integration of new platforms into the existing technology landscape. You will lead cross-functional teams, manage strategic vendor relationships, influence senior stakeholders, and establish scalable IT service processes aligned with ITIL best practices.
Key Responsibilities
1. Strategic Programme Leadership
- Lead multiple concurrent enterprise transformation programmes across ITSM, IDAM, Observability, and Service Operations.
- Define programme governance, implementation roadmaps, budgets, timelines, dependencies, and success metrics.
- Drive executive steering committees and provide regular updates to senior leadership.
- Proactively manage programme risks, issues, dependencies, and change requests.
2. Enterprise ITSM Transformation
- Own end-to-end implementation and optimization of enterprise ITSM platforms including Incident, Change, Problem, Request, Knowledge Management, CMDB, and Service Catalogue.
- Establish scalable ITIL-aligned processes, governance frameworks, SLA models, and operational standards.
- Drive continual service improvement initiatives to enhance service quality and operational efficiency.
3. Identity & Access Management Leadership
- Lead enterprise-wide implementation of centralized Identity & Access Management solutions covering:
- Identity Governance
- Single Sign-On (SSO)
- Multi-Factor Authentication (MFA)
- Role-Based Access Control (RBAC)
- Define governance models for Joiners, Movers & Leavers (JML), privileged access, and periodic access reviews.
- Ensure seamless integration with HR systems, Active Directory, cloud platforms, and enterprise applications.
4. Enterprise Observability & Monitoring
- Lead implementation of enterprise observability platforms including Datadog, Dynatrace, Splunk, or equivalent.
- Define enterprise monitoring strategy across infrastructure, cloud environments, applications, and business services.
- Establish monitoring standards, dashboards, alerting frameworks, runbooks, and escalation procedures.
5. Technical Integration & Service Readiness
- Oversee enterprise integrations between ITSM, IAM, CMDB, HR systems, monitoring platforms, telephony, ERP, CMS, OMS, and third-party applications.
- Lead migration planning, integration validation, testing, and production readiness.
- Ensure operational stability during transition and post-implementation support.
6. Process Excellence & Change Management
- Design and implement enterprise operating procedures, SOPs, knowledge articles, and service documentation.
- Drive organizational change management, stakeholder adoption, user training, and communication strategies.
- Lead hypercare planning and transition into Business-as-Usual operations.
7. Leadership & Stakeholder Management
- Act as the primary point of contact for executive stakeholders, business leaders, technology teams, and strategic vendors.
- Build strong partnerships across Infrastructure, Security, Applications, HR, and Business Operations.
- Mentor junior project managers, business analysts, and project coordinators.
- Drive governance meetings, executive reporting, and programme reviews.
8. Vendor & Commercial Management
- Manage strategic technology vendors and implementation partners.
- Monitor vendor performance against contractual SLAs and project milestones.
- Review deliverables, negotiate change requests, and ensure successful programme delivery.
Required Skills & Experience
Education
- Bachelor's Degree in Computer Science, Information Technology, Engineering, or related discipline.
- ITIL v4 Managing Professional or ITIL Foundation certification preferred.
- PMP, PRINCE2 Practitioner, Agile, Scrum Master, or equivalent project management certification is highly desirable.
Experience
- 10–15+ years of experience delivering enterprise IT transformation programmes.
- Minimum 8+ years managing large-scale ITSM implementations.
- Proven experience leading enterprise IT Service Management transformation initiatives.
- Strong expertise with Jira Service Management, Freshservice, ServiceNow, or equivalent enterprise ITSM platforms.
- Hands-on experience delivering IAM/IDAM programmes involving SSO, MFA, RBAC, Identity Governance, SCIM, OAuth, OpenID Connect, and SAML.
- Experience implementing enterprise observability solutions such as Datadog, Dynatrace, Splunk, or equivalent.
- Strong knowledge of CMDB architecture, IT Asset Management, and Service Operations.
- Experience managing complex enterprise integrations and data migration programmes.
- Demonstrated experience managing vendors, system integrators, and global delivery teams.
- Excellent executive stakeholder management with experience presenting to Directors, Heads of Departments, and C-level leadership.
Technical Competencies
- ITIL v4 Framework
- ITSM Platform Implementation
- Identity & Access Management
- Enterprise Observability
- CMDB & Asset Management
- IT Operations
- Service Transition
- Enterprise Integration
- Vendor Governance
- Programme Governance
- Risk & RAID Management
- Change Management
- Process Design & Documentation
- Agile & Waterfall Delivery
- Business Analysis
- Executive Reporting
Success Profile
The ideal candidate is a strategic technology leader who combines strong programme management expertise with deep IT Service Management knowledge. You are capable of leading enterprise transformation initiatives, influencing senior stakeholders, driving cross-functional collaboration, and delivering scalable IT operational excellence while ensuring business continuity and exceptional service outcomes.
Why Join Us
Joining Neve Jewels means becoming part of a leading name in the diamond jewelry industry, renowned for its excellence and innovation. We offer a dynamic and collaborative work environment that values creativity and teamwork, along with a competitive salary and comprehensive benefits package. At Neve, you'll find ample opportunities for professional growth and career development. We also prioritize your well-being with robust medical insurance and a unique Birthday Special Leave to celebrate your special day. Shape your career with us and create lasting value in a thriving industry.
