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Multinational brand plus metro location raise competition, but seniority and ServiceNow specialization limit broad applicants.
Service delivery skills transfer across industries, but ServiceNow and ERP experience add domain specificity.
Mandatory deep ServiceNow, SIAM/ITIL, and supplier management create stringent shortlisting filters.
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Own end-to-end operational performance and service delivery of IT applications/services within a defined Business Capability Stream in an outsourced/SIAM model.
Act as primary business-facing IT partner translating priorities into operational requirements and orchestrate multiple suppliers and internal teams to deliver seamless, high-quality service meeting SLAs/XLAs.
Manage incident, problem, change, risk, financials, and continual improvement to drive stable, resilient, secure, and cost-effective services aligned with business needs.
Proven experience leading IT service delivery in outsourced or SIAM-based environments.
Strong expertise in ITIL-based service management processes (incident, problem, change, service transition, SLA management).
Hands-on experience with ServiceNow ITSM platform including Incident, Problem, Change, Request, and SLA management.
Work Experience Required: Not explicitly mentioned in the JD.
Experienced managing multiple suppliers and driving end-to-end IT service outcomes with accountability for availability, reliability, and user experience.
Skilled stakeholder manager able to engage senior business leaders and translate demand into operational delivery.
Experienced supporting large-scale enterprise platforms (e.g., SAP, Oracle, Salesforce) and with financial/vendor commercial management, automation, and modern IT operations practices (including AIOps concepts).