Description

Key Skills: ITSM, ServiceNow, Jira, ITIL, Incident Management, Service Operations, Service Delivery, KPI Management, Team Leadership, Continuous Service Improvement

Roles & Responsibilities:

• Lead enterprise IT service delivery and service operations teams.
• Manage day-to-day service management activities using Jira and ServiceNow.
• Oversee incident, problem, and service request management processes.
• Monitor service delivery KPIs and implement continual service improvement initiatives.
• Drive operational excellence through automation, self-service, and knowledge management.
• Manage escalations and ensure timely restoration of business-critical services.
• Develop and mentor support teams through coaching, training, and performance management.
• Collaborate with stakeholders to improve service quality and customer experience.
• Maintain governance, compliance, and ITIL-aligned service management practices.
• Support service reporting, analytics, and operational reviews.

Experience Required:

• 10-13 years of experience in IT Service Management and Service Operations.
• Minimum 4+ years of experience leading IT support or service delivery teams.
• Strong hands-on experience with ServiceNow and Jira.
• Deep understanding of ITIL processes and continual service improvement practices.
• Experience managing incident, problem, and service request workflows.
• Strong stakeholder management, team leadership, and operational governance skills.
• Exposure to cloud platforms (AWS, Azure, GCP) is preferred.
• ITIL 4 Foundation, ITSM, PMP, PRINCE2, COBIT, ISO 20000, or ISO 27001 certifications are advantageous.

Education: Any Graduation

Key Skills

Education

Any Graduate