Service Manager Lead(ITSM)

POSITION1:

Service Manager Lead (ITSM)

Experience : 10 to 12 Years

Manadate Skills:

• Certification : ITIL 4 MP/Expert.
• Strong Communicator / Client facing skills.
• Hands-on experience with ServiceNow Reports & Analytics, BMC Helix.
• Define, implement, and improve ITSM processes including Incident, Problem, Change, Release & Deployment, Service Request, Knowledge, Service Level Management, Availability, Capacity, and Continual Improvement processes.
• 5+ years of experience leading SMO, Service Governance, or SIAM functions.
• Prior experience working in a Managed Services Provider (MSP) environment with leading global IT services organizations such as TCS, Infosys, Wipro, HCLTech, Tech Mahindra, Cognizant, Capgemini, Accenture, or similar.
• 10 to 12 years of experience in IT Service Management.
• ITSM tool optimization, automation, and service transformation programs.
• Experience in the Healthcare domain is highly preferred.
• Willingness to work 100% onsite (5 days/week) from the client location.

Job Summary

Seeking an experienced SMO Lead who will be responsible for establishing, governing, and continuously improving the Service Management framework across IT services and suppliers. The role will ensure effective adoption of ITIL practices, operational excellence, KPI-driven service performance, and enhanced customer experience.

The SMO Lead acts as the central point for service governance, service performance management, process ownership, supplier management coordination, reporting, continuous improvement, and stakeholder engagement to deliver high-quality business-centric IT services

Responsibilities

• Drive service governance, compliance, and process adherence across internal teams and external suppliers.
• Monitor and report on SLA, KPI, and XLA performance, identifying opportunities for improvement.
• Facilitate service reviews, governance meetings, and executive stakeholder discussions.
• Manage supplier performance and coordinate service integration in multi-vendor environments.
• Lead Continual Service Improvement (CSI) initiatives focused on operational efficiency, automation, and customer satisfaction.
• Develop service dashboards, reports, and management insights for leadership teams.
• Support ITSM tool optimization, automation, and service transformation programs.

Skills

• Strong knowledge of ITIL processes and service management best practices.
• Experience working in complex multi-supplier and managed services environments.
• Knowledge of infrastructure domains (EUC, Network, Cloud, Applications)
• Expertise in SLA/KPI definition, audit and compliance environments
• Excellent stakeholder management, communication, and leadership skills.
• Strong analytical, reporting, and problem-solving capabilities (Excel, Power BI, dashboards).