Senior Manager, Service Management & Automation
eClinical Solutions (company site, opens in a new tab)12+ yrsBengaluruOn-siteDirect career pageEst. 28–45 LPA
Posted 3h ago
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Job description
Structured overview of role & requirements
About This Role
- Own IT service management practice across incident, problem, service request, change, and continual improvement for Enterprise Technology & Operations (ET&O).
- Aggregate and report service performance across ET&O functions and run monthly and quarterly review cadences to senior leadership.
- Manage the ITSM platform migration (Zendesk to Atlassian Jira Service Management), own automation backlog and agent lifecycle including standards, governance, and delivery.
Minimum Requirements
- Bachelor’s degree in computer science, IT or related field or equivalent experience preferred.
- 12+ years in IT with at least 5 years in IT service management practice ownership (not service desk operation).
- Experience owning ITSM platform implementation or migration, ideally Atlassian Jira Service Management or ServiceNow.
- Experience with workflow automation at production scale using tools like Microsoft Power Platform or UiPath.
Ideal Candidate Profile
- Experienced leader in ITSM practice ownership, able to influence peer functions and manage competing priorities via collaborative backlogs.
- Skilled in program/project management to deliver tooling, integrations, and automation at scale across complex, regulated environments (e.g., GxP, 21 CFR Part 11).
- Strong data discipline with ability to define, enforce taxonomy, and report credible service performance to executive stakeholders.