Associate Director | ITSM | Bengaluru Eco space | Technology Strategy & Transformation
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Job Description
Structured overview of role & requirementsAbout This Role
Lead establishment and maturation of enterprise-scale SIAM governance across multi-vendor IT environments.
Drive service delivery excellence by improving ITSM processes including Incident, Major Incident, Problem, Change Management with a focus on operational governance and customer experience.
Implement governance operating models, vendor accountability, operational KPIs, and support AIOps-driven operational transformation and automation.
Minimum Requirements
10+ years relevant experience in Vendor Management, SIAM, ITSM Governance, Major Incident Management, Service Delivery Governance, or Managed Services Operations.
Bachelor’s degree in Engineering, IT, Computer Science, or related field.
Work Mode: Must work from Bengaluru Eco space office 5 days a week.
Mandatory skills: Strong command over SIAM/ITSM Governance, Incident/Major Incident Management, Operational governance frameworks, and vendor management.
Ideal Candidate Profile
Experienced in managing large-scale ERP/MIS/Infrastructure IT operations within multi-vendor SIAM environments.
Proven ability to drive operational transformation initiatives including governance stabilization, KPI-driven governance, and continuous service improvement.
Comfortable working with cross-functional teams, MSPs, and business stakeholders in high-pressure enterprise support settings aiming to reduce major incidents and enhance ITSM maturity.