Senior Service Management SME

Senior Service Management SME Senior Service Management SME Location: Delhi/Hyderabad/Bangalore Experience: 10 years to 17 years Must-Have: Lead enterprise IT Service Management initiatives, drive ITIL processes, governance and build Service Management COE with strong automation and stakeholder engagement. Key Responsibilities: Operational Excellence & Service Delivery Lead ITSM processes (Incident, Problem, Change) across enterprise services Ensure end-to-end service lifecycle management across all IT services Drive service stability, availability, and performance improvements Establish standard operating procedures (SOPs) and ensure adherence Manage capacity planning and service continuity strategies Major Incident & Crisis Management Major Incident / MOT management and escalation handling Lead war room calls and crisis coordination during outages (MOT/P1) Drive post-incident reviews (PIR) and corrective/preventive actions Maintain incident communication frameworks for stakeholders and leadership Improve MTTR through structured incident response practices Problem Management & RCA Governance Define and govern Problem Management frameworks and RCA quality standards. Ensure all critical incidents have documented root cause analysis. Track and drive closure of known errors and problem records. Change & Release Governance CAB (Change Advisory Board) and release governance Govern Change Advisory Board (CAB) processes Ensure risk assessment and impact analysis for all changes Drive adherence to release schedules and deployment governance Reduce change-related incidents through proactive planning Tooling, Integration & Automation ServiceNow workflow optimization and ITSM tool enhancements Enhance ITSM capabilities through workflow automation and integration. Driving automation & continuous improvement initiatives Service Metrics, Analytics & Reporting SLA/KPI governance and reporting Service metrics, dashboards and reporting Define and track advanced KPIs (MTTR, MTBF, SLA compliance, trends) Build executive dashboards and real-time service health reports Perform trend analysis and predictive insights for proactive action Present monthly/quarterly service performance reviews Governance, Risk & Compliance Audit, risk and compliance management Ensure audit readiness and adherence to enterprise policies (ISO, ITIL, etc.) Manage risk registers and mitigation plans for service operations Enforce data security, access control, and compliance standards Support internal and external audit requirements COE Enablement & Transformation COE framework setup, transformation and standardization Define and establish Service Management COE charter and roadmap Drive standardization across projects and business units Promote best practices, frameworks, and reusable assets Lead innovation initiatives (AI, automation, governance in ITSM) Stakeholder & Collaboration Management Stakeholder and cross-team collaboration Act as bridge between business, operations, and technical teams Manage stakeholder expectations and escalation communication Drive alignment across global teams and service functions People & Leadership Team mentoring and capability building. Mentor and guide junior service managers and operations teams. Build high-performing service management teams. Define roles, responsibilities, and capability frameworks. 15 years of Continuous Education.