Job Description
Job Description ITSM Lead (MIM / Problem / Change / Request Management)
Role Overview
The ITSM Lead is responsible for end-to-end ownership, governance, and continuous improvement of ITSM processes, including:
- Major Incident Management (MIM)
- Problem Management
- Change Management
- Request Fulfilment
This role ensures service stability, SLA adherence, process maturity, and client confidence, acting as the central control tower across all technical towers (Endpoint, VDI, M365, Infra, etc.).
Key Responsibilities
- End-to-End ITSM Process Ownership
- Own and govern all ITSM processes across the engagement
- Ensure:
- Standardization of processes
- Consistent execution across towers
- Drive process maturity and continuous improvement
- Major Incident Management Leadership (Critical)
- Own P1/P2 incident governance
- Oversee and guide:
- Incident bridge calls
- Escalation handling
- Ensure:
- Timely engagement of correct teams
- Structured communication to client stakeholders
- Act as final escalation authority during critical incidents
- Review and improve MIM process effectiveness
- Problem Management Ownership
- Drive Problem Management framework across towers
- Ensure:
- High-quality RCAs (not superficial)
- Closure of known errors
- Track and reduce:
- Repeat incidents
- Establish and maintain Known Error Database (KEDB)
- Push technical teams for permanent fixes
- Change Management Governance
- Own Change Management lifecycle:
- Standard, Normal, Emergency changes
- Chair and lead:
- CAB (Change Advisory Board) meetings
- Ensure:
- Risk and impact assessment quality
- Proper approvals and rollback plans
- Monitor:
- Change success/failure rates
- Drive reduction in failed and emergency changes
- Request Fulfilment Optimization
- Oversee service request lifecycle and catalog
- Ensure:
- SLA adherence for requests
- Standardized workflows
- Drive:
- Automation of repetitive requests
- Improve user experience for request fulfilment
- SLA, KPI & Governance Management
- Define and track:
- SLA adherence (incident, request, change)
- MTTR and resolution metrics
- Change success rate
- Provide:
- Weekly/monthly governance reports
- Insights for service improvement
- Ensure audit readiness
- Client & Stakeholder Management
- Act as primary ITSM interface for client leadership
- Lead:
- Service governance meetings
- Process reviews
- Handle escalations related to:
- SLA breaches
- Process failures
- Build client confidence through structured reporting and insights
- Continuous Improvement & Transformation
- Drive initiatives such as:
- Reduction in incident volume
- Improvement in RCA quality
- Change process maturity
- Introduce:
- Automation in ITSM workflows
- Data-driven decision making
- Tooling & Automation (ServiceNow Focus)
- Own ITSM tool usage and optimization:
- ServiceNow (preferred)
- Ensure:
- Proper configuration of workflows
- Data quality and reporting accuracy
- Drive automation and integration with monitoring tools
- Team Leadership & Capability Building
- Lead ITSM team (L1/L2/L3 process specialists)
- Mentor and develop team members
- Conduct:
- Quality audits
- Process training sessions
- Ensure strong ownership mindset across team
Required Skills & Qualifications
Process Expertise (Non-Negotiable)
- Strong hands-on experience in:
- Incident (MIM), Problem, Change, and Request Management
- Deep understanding of:
- ITIL framework
- SLA/KPI governance
Tool Expertise
- Strong experience in:
- ServiceNow (preferred)
- Other ITSM tools (Remedy, Jira SM)
Analytical & Governance Skills
- Strong ability to:
- Analyze trends and identify improvement areas
- Drive process adherence across teams
- Experience in:
- Audit and compliance management
Leadership & Soft Skills (Critical)
- Strong client-facing communication (must handle escalations confidently)
- Ability to manage high-pressure situations (P1 incidents)
- Strong coordination and decision-making ability
- Ability to challenge technical teams and enforce accountability
Experience & Education
- 1014+ years of experience in ITSM / Service Management
- 46 years in Lead / Process Owner role
- Bachelor's degree in IT or related field
- Certifications:
- ITIL Foundation (mandatory)
- ITIL Intermediate / Managing Professional (strongly preferred)
Qualifications
Graduation
Range Of Year Experience-Min Year
10
Range Of Year Experience-Max Year
15
