IT Service Management Lead

Role: IT Service Management Lead
Preferred Experience Range: 8 to 10 years’ experience in IT Service Management and service delivery
Location: Delhi NCR/ Noida
Skill Set:
8-10 years of experience in end-to-end IT Service Management, including ownership of Incident, Major Incident, Problem, Change, Request and Knowledge Management processes.
Proven experience leading operations, service governance, continual service improvement, and cross-functional delivery teams.
Strong understanding of Helpdesk practices, service management tools, computer systems, mobile devices and enterprise technology products.
Strong leadership, analytical and problem solving abilities,with effective cross team and vendor collaboration.
Excellent oral and written communication skills with the ability to influence technical teams, business stakeholders, vendors and senior leadership.
Job Description / Responsibilities:
Service Management Leadership
Lead end to end IT Service Management operations and ensure consistent delivery against agreed service levels and business priorities.
Provide leadership for major incidents, ensuring rapid assessment, prioritization, escalation, coordination and restoration of services.
Act as the senior point of contact for service critical matters and drive clear ownership across resolver groups.
Provide timely, accurate and audience appropriate updates to stakeholders including senior leadership.
Lead service reviews, major incident calls and post incident reviews, ensuring actions are tracked to closure.
Problem Management and Reporting
Own post- ncident reviews and ensure robust root cause analysis, corrective actions and long term preventive measures are completed.
Develop and review service performance reports, identify trends and risks and provide actionable recommendations.
Governance and Continual Improvement
Ensure adherence to aligned Incident, Problem, Change, Request and Knowledge Management processes.
Identify and deliver process improvements, automation opportunities and best practices that improve service quality and customer experience.
Partner with technical teams, vendors and business units to manage service risks, dependencies and escalations.
Coach team members, strengthen operational capability and coordinate with process owners to deliver sustainable service improvements.
Responsibilities
Incident Coordination:
Service Management Leadership:
Lead operations and major incidents from detection through service restoration and formal closure.
Ensure effective prioritization, escalation, resource coordination and adherence to agreed service levels.
Act as the senior point of contact for major incidents and service critical escalations.
Provide clear and timely communications to business stakeholders, technical teams, vendors and senior leadership.
Chair service reviews and post incident reviews with clear actions, owners, and closure tracking.
Problem Management and Reporting:
Drive root cause analysis, trend reviews, corrective actions and proactive problem management to reduce repeat incidents.
Maintain service performance reporting and document lessons learned, risks and preventive measures.
Governance and Continual Improvement:
Ensure compliance processes, controls, service levels and operational governance requirements.
Lead continual service improvement initiatives, including process simplification, automation, knowledge improvement and performance optimization.
Leadership and Collaboration:
Lead and coach team members while working closely with technical teams, vendors, process owners and business units.
Coordinate cross functional actions for long term fixes, service improvements, risk reduction and improved customer experience.

Work arrangement
No