Job Description :

ITSM Process Manager :

- Responsible to drive seamless CFS, ITSM process governance and management for global clients spanning across varied industry verticals, geographies. Lead a team of min 5-10 ITSM process managers.

- Act as a focal point for the respective process and ensure adherence and compliance to the CFS, ITSM process by all teams, groups and stakeholders involved.

- Drive seamless CFS, ITSM process governance collaborating with all technical teams, groups and stakeholders involved in process execution, operations.

- Facilitate periodic review meetings with client stakeholders to showcase CFS, ITSM process performance as per agreed frequency.

- Collaborate, coordinate with customer suppliers, third party vendors and escalate as appropriate incase of significant delays, SLA breaches etc.

- Drive continuous service improvements (CSI) initiatives to uplift the process performance and ensure seamless process execution.

- Generate and publish the ITSM reports, dashboards for the respective process with client IT and business stakeholders.

- Drive innovations to modernize the process governance and management with adoption and implementation of Gen AI, Agentic AI capabilities.

- Responsible to spearhead cross functional services (CFS), IT service management (ITSM) engagements for global clients spanning across varied industry verticals, geographies. Lead a team of min 5-10 ITSM process managers.

- Act as a single point of contact for customers and accountable for seamless delivery, operations for CFS, ITSM scope of work.

- Liase with customer, internal and external stakeholders to successfully drive transition, transformation and steady state (BAU) operations as part of the engagement.

Mandatory Skills & Relevant Experience :

- Prior experience in ITSM process governance roles (Core ITSM processes) for global clients.

- Good knowledge of ITIL 4 practices, ITIL V3 process lifecycle operations, delivery.

- Good interpersonal skills and client stakeholder management.

Professional Certifications :

- ITIL Intermediate, Expert Certified.

- SIAM Foundation.

- Market leading ITSM product related certifications (if any).

Evaluation Criteria :

- Prior experience in ITSM process governance roles, operations.

- Good knowledge on ITIL best practices.

- Good communication skills, stakeholder & vendor management in multi-vendor environment.

- Client facing role and collaboration.

Key Role & Responsibilities (SIAM Lead Offshore | SIAM Delivery-Focused / Tactical and Operational Role) :

- Liase with onsite SIAM lead, internal and external stakeholders to successfully SIAM transformations, steady state (BAU) operations as part of the engagement, SIAM services in scope.

- Manage SIAM BAU team, process managers to drive operational execution across all SIAM functions, services in scope.

- Collaborate coordinate with all teams, third party vendors and escalate as appropriate in case of significant delays, SLA breaches etc.

- Generate and publish SIAM reports, dashboards for the in scope SIAM process with client IT and business stakeholders as per agreed frequency.

- Establish weekly cadence, schedule and conduct service level review and governance meetings with key client stakeholders.

- Spearhead implementation, innovations to modernize SIAM process governance and management with adoption and implementation of Gen AI, Agentic AI capabilities.

- Ensure that SIAM BAU team onboarded delivers SIAM services in scope for the client meets and delivers contractual obligations.

Preferred Candidate Profile :

Mandatory Skills & Relevant Experience :

- Prior experience in leading SIAM engagements, delivery for global clients, industry-agnostic.

- Good knowledge of SIAM governance framework, operating model.

- Good interpersonal skills and client stakeholder management.

Professional Certifications :

- SIAM Foundation, Professional Certified.

- ITIL V3 Expert Certified.

- Market leading ITSM product related certifications (if any).

Evaluation Criteria :

- Prior experience in SIAM process governance roles, BAU operations.

- Good knowledge on SIAM best practices.

- Good communication skills, stakeholder & vendor management in multi-vendor environment.

- Client facing role and collaboration.