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Strong employer brand and metro location but niche senior ITSM vendor specialization reduces applicant density.
IT service management and vendor governance skills transfer across industries but remain domain-specific.
Mandatory eight years' ITSM experience and ITIL v4 requirement make filters strict.
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Oversee and drive consistent, high-quality IT service delivery across outsourced AMS and Infrastructure vendors ensuring adherence to SLAs, KPIs, and operational standards.
Lead operational governance including performance monitoring, corrective action tracking, service reviews, and audit support to maintain service quality, compliance, and vendor accountability.
Identify, prioritize, and implement service improvement initiatives to enhance metrics like First Time Fix, Mean Time to Resolve, and incident recurrence rates, while delivering measurable business value.
Minimum 8 years of experience in IT Service Management, Service Delivery, or Operational Governance roles.
Strong knowledge and practical experience with ITIL v4 in outsourced IT service environments.
Experience managing AMS or Infrastructure vendors in complex, multi-region setups.
Primary work location in Bangalore Karle Town SEZ (onsite requirement).
Experienced operational leader skilled in driving vendor and internal stakeholder engagement to meet service commitments across a global IT landscape.
Strong analytical mindset with expertise in service performance data analysis, reporting, and driving decisions through data insights.
Proficient in managing continual service improvement initiatives balancing day-to-day delivery with medium-term operational enhancements.