Service Manager Lead (ITSM)

POSITION1:

Service Manager Lead(ITSM)

Experience : 10 to 12 Years

Manadate Skills:

• Certification : ITIL 4 MP/Expert.
• Strong Communicator / Client facing skills.
• Hands-on experience with ServiceNow Reports & Analytics BMC Helix.
• Define implement and improve ITSM processes including Incident Problem Change Release & Deployment Service Request Knowledge Service Level Management Availability Capacity and Continual Improvement processes.
• 5years of experience leading SMO Service Governance or SIAM functions.
• Prior experience working in a Managed Services Provider (MSP)environment with leading global IT services organizations such as TCS Infosys Wipro HCLTech Tech Mahindra Cognizant Capgemini Accenture or similar.
• 10 to 12 years of experience in IT Service Management.
• ITSM tool optimization automation and service transformation programs.
• Experience in the Healthcare domainis highly preferred.
• Willingness to work 100% onsite (5 days/week)from the client location.

Job Summary

Seeking an experienced SMO Lead who will be responsible for establishing governing and continuously improving the Service Management framework across IT services and suppliers. The role will ensure effective adoption of ITIL practices operational excellence KPI-driven service performance and enhanced customer experience.

The SMO Lead acts as the central point for service governance service performance management process ownership supplier management coordination reporting continuous improvement and stakeholder engagement to deliver high-quality business-centric IT services

Responsibilities

• Drive service governance compliance and process adherence across internal teams and external suppliers.
• Monitor and report on SLA KPI and XLA performance identifying opportunities for improvement.
• Facilitate service reviews governance meetings and executive stakeholder discussions.
• Manage supplier performance and coordinate service integration in multi-vendor environments.
• Lead Continual Service Improvement (CSI) initiatives focused on operational efficiency automation and customer satisfaction.
• Develop service dashboards reports and management insights for leadership teams.
• Support ITSM tool optimization automation and service transformation programs.

Skills

• Strong knowledge of ITIL processes and service management best practices.
• Experience working in complex multi-supplier and managed services environments.
• Knowledge of infrastructure domains (EUC Network Cloud Applications)
• Expertise in SLA/KPI definition audit and compliance environments
• Excellent stakeholder management communication and leadership skills.
• Strong analytical reporting and problem-solving capabilities (Excel Power BI dashboards).