Service Management Lead

Virtual Drive

Exp- 4 to 8 yrs

Skills- Service Management Lead

Location:- Gurgaon

Key Responsibilities

Service Management & Governance :

Lead ITSM operations and ensure adherence to ITIL best practices.

Manage Incident, Problem, Change, Request, Knowledge, and Service Level Management processes.

Define, maintain, and improve ITSM policies, procedures, and governance frameworks.

Drive continual service improvement initiatives and service maturity assessments.

Operational Excellence

Monitor SLA, KPI, and operational performance metrics.

Conduct service reviews and governance meetings with customers and internal stakeholders.

Identify recurring issues and drive root-cause analysis and corrective actions.

Ensure compliance with audit, security, and regulatory requirements.

Required Skills & Qualifications

Strong experience in ITSM processes: Incident, Problem, Change, Request, Knowledge, and Service Level Management.

Hands-on experience with ServiceNow ITSM platform.

Strong understanding of ITIL v3/v4 framework.

Experience managing enterprise-scale IT operations and support environments.

Strong analytical, troubleshooting, communication, and stakeholder management skills.

Experience in service reporting, governance, and continuous improvement initiatives.

Bachelor's Degree in Engineering, Computer Science, IT, or equivalent.

Preferred Qualifications

ITIL Foundation / ITIL Managing Professional Certification.

ServiceNow ITSM Certification.

Exposure to ITOM, CMDB, Discovery, Automation, and AIOps.

Experience managing global support teams and managed services engagements.