Manager - ITSM Operations
Davies (company site, opens in a new tab)15+ yrsPuneHybridDirect career pageEst. 22–40 LPA
Posted on 28 Sept
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Job description
Structured overview of role & requirements
About This Role
- Lead global Service Desk, Major Incident Management, and ITIL governance teams ensuring integrated operating rhythms, reliable service delivery, and customer experience across multiple regions.
- Establish and govern global service assurance frameworks covering KPIs/KRIs, incident/request volumes, SLA performance, and operational escalations to drive continual improvement and operational stability.
- Serve as the senior escalation point for major incidents and operational disruptions, providing executive oversight, incident command, and cross-functional accountability within a complex insurance-sector global services environment.
Minimum Requirements
- Minimum 15 years total professional experience with substantial leadership in enterprise IT service operations, Service Desk, Major Incident Management, or related global service-management domains.
- Bachelor's degree or equivalent professional experience in technology, service management, engineering, business operations, or related discipline.
- Demonstrated experience leading managers and senior specialists in complex, global, multi-technology environments with accountability for service performance, escalations, and governance.
- Mandatory certifications: ITIL 4 Foundation plus an advanced ITIL 4 module relevant to service operations or strategic leadership; strong functional experience with ServiceNow ITSM and reporting.
Ideal Candidate Profile
- Experienced leader capable of managing multi-disciplinary global teams and integrating service operations and governance across regions and technology towers.
- Strong operational governance mindset with proven ability to establish KPIs/KRIs, service assurance frameworks, and mature ITIL 4 practices in regulated, high-complexity environments (preferably insurance or financial services).
- Comfortable operating at senior escalation and executive communication levels during high-impact incidents, with a strategic focus on continual improvement, risk mitigation, and operational resilience.