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Tier-1 employer, Bangalore metro and common senior Project Manager/ITSM role increase applicant competition.
Role requires ITSM/ITIL domain expertise and tooling experience, limiting cross-industry transferability.
Explicit 8–12 years requirement, mandatory ITIL/ITSM experience and specific tool proficiency make screening strict.
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Govern ITIL aligned ITSM processes end-to-end to ensure governance, compliance, and continual improvement across Incident, Problem, Change, and related processes.
Monitor and drive process performance through SLA/KPI tracking, RCA completion, CAPA actions, and conduct regular audits and maturity assessments.
Collaborate cross-functionally including vendors and leadership to enhance service stability, conduct training, and deliver reporting on process health and improvement progress.
8-12 years of experience in ITSM process management or similar roles, including managing Incident, Problem, Change, Release, or Knowledge processes.
Strong understanding of ITIL v4 framework; familiarity with v3/v5 is an advantage.
Hands-on experience with ITSM tools such as ServiceNow, Remedy, Jira, SAP Charm.
Expertise in Root Cause Analysis techniques (5 Why’s mandatory; Fishbone preferred).
Experienced in service integration environments, particularly multi-vendor/SIAM models, to manage complex vendor collaboration.
Demonstrated ability to govern process performance, conduct data-driven continual service improvements, and lead cross-functional governance forums.
Skilled in stakeholder management and communication to align ITSM processes with business needs and maintain compliance.