Information Technology Service Management Manager

Company Description IndiGo is India’s largest passenger airline, known for low fares, on-time performance, and a courteous, hassle-free travel experience. Since launching in August 2006 with a single aircraft, IndiGo has grown to a fleet of over 400 aircraft supported by high operational reliability and a uniform fleet strategy. The airline serves more than 130 destinations, including 90+ domestic and 40+ international locations, giving team members exposure to a large and dynamic network. IndiGo’s strong brand, scale, and focus on operational excellence create a fast-paced environment with significant opportunities for growth and impact. Professionals joining IndiGo become part of a trusted, award-winning organization recognized globally for reliability and service quality.
Role Description This is a full-time, on-site Information Technology Service Management (ITSM) Manager role based in Gurgaon. The ITSM Manager will oversee day-to-day IT service operations, ensuring stable, reliable, and efficient IT services that support airline operations. Responsibilities include managing incident and problem management processes, coordinating with IT operations teams to resolve service disruptions, and driving continuous improvement of IT service delivery. The role involves monitoring service performance, ensuring adherence to ITSM frameworks and SLAs, and maintaining documentation, dashboards, and reports for stakeholders. The ITSM Manager will collaborate closely with internal business units, technology partners, and vendors to ensure timely communication, effective escalation, and alignment of IT services with operational needs.
Qualifications
Candidates should possess strong IT Service Management skills, including experience with ITSM frameworks, processes, and tools.
Candidates should possess solid Incident Management skills to handle, prioritize, and coordinate resolution of service issues.
Candidates should possess effective Problem Management skills to identify root causes, implement permanent fixes, and prevent recurrence.
Candidates should possess broad Information Technology and IT Operations skills, including understanding of infrastructure, applications, and service monitoring.
Relevant experience in managing enterprise IT environments, preferably in aviation, transportation, or other mission-critical industries.
Familiarity with ITIL or similar service management methodologies; ITIL certification is an advantage.
Strong analytical, communication, and stakeholder management skills, with the ability to work cross-functionally and make data-driven decisions.
Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field; advanced degrees or professional certifications are beneficial.

Work arrangement
No