Description

Lead enterprise IT service delivery and operations teams using ServiceNow and Jira.

This role is on-site.

Responsibilities

• Lead day-to-day service management activities and oversee incident, problem, and service request workflows.
• Monitor service delivery KPIs and implement continual service improvement initiatives.
• Manage escalations to ensure timely restoration of business-critical services.
• Develop and mentor support teams through coaching, training, and performance management.
• Drive operational excellence through automation, self-service, and knowledge management.

Required Skills

• 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.
• Any Graduate.

Preferred Skills

• Exposure to cloud platforms (AWS, Azure, GCP).
• ITIL 4 Foundation, PMP, PRINCE2, COBIT, ISO 20000, or ISO 27001 certifications.

Key Skills

Education

Any Graduate