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IT Service Management Director
Teciem
Bengaluru, IND
Full-time
Director
Onsite
Discovered 3 weeks ago
Role Overview
Owns the end-to-end IT service management framework across Incident, Request and Change Management, ensuring the Service Desk and underpinning ITSM processes deliver a consistently reliable service to the business.
Accountable for operational readiness for Day 1 and sustained SLA performance thereafter.
Full Job Posting
Key Responsibilities
- Own and continuously improve the Incident, Request and Change Management processes across Enterprise IT.
- Lead the Service Desk function, ensuring resourcing, tooling and escalation paths meet agreed service levels.
- Define and maintain ITSM standards, workflows and toolset configuration in line with industry best practice.
- Chair the Change Advisory Board, balancing delivery velocity against operational risk.
- Establish and report SLA and OLA performance, driving corrective action where targets are missed.
- Lead major incident management, including communications, root cause analysis and lessons learned.
- Coordinate with Technology Operations and Applications teams to ensure consistent incident and change practice across all towers.
- Own problem management, ensuring recurring issues are identified, tracked and permanently resolved.
- Define and validate service management readiness criteria ahead of Day 1 cutover.
- Own the service catalogue and ensure it reflects current business-facing services.
- Manage the relationship with the Service Desk supplier, including contract performance reviews.
- Key Accountabilities
- Accountable for the overall health and performance of the Incident, Request and Change Management processes.
- Accountable for Service Desk performance against agreed SLAs.
- Accountable for the integrity and accuracy of the ITSM toolset and associated data.
- Accountable for service management readiness at Day 1 cutover.
- Essential Skills & Experience
- Substantial experience leading IT Service Management functions within a large enterprise environment.
- Demonstrable track record of running Incident, Request and Change Management at scale.
- Strong command of ITIL processes and ITSM tooling configuration.
- Experience leading Service Desk teams, whether in-house, outsourced or hybrid.
- Proven ability to operate under pressure during major incidents, with clear and confident stakeholder communication.
- Strong stakeholder management skills, comfortable engaging at senior executive level.
- Experience supporting operational readiness for a major business transformation or carve-out.
- Desirable Skills
- Experience of Service Management within a regulated or financial services environment.
- Exposure to supplier-managed Service Desk transitions.
- Familiarity with ServiceNow or an equivalent enterprise ITSM platform.
Qualifications
- ITIL v4 Foundation, minimum; Managing Professional stream desirable.
- Relevant degree or equivalent professional experience.
- Key Stakeholders
- Head of Enterprise IT and wider Enterprise IT leadership team.
- Technology Operations Lead and Applications Lead.
- Business unit leaders and end users.
- Service Desk and ITSM tooling suppliers.
- Success Measures
- SLA and OLA targets consistently met or exceeded across Incident and Request Management.
- Change success rate maintained above agreed threshold with minimal unauthorised changes.
- Service Desk customer satisfaction scores meet or exceed target.
- Major incidents managed to resolution within target timescales, with completed lessons-learned actions.
- Service management processes and tooling fully operational and validated ahead of Day 1.
- Diverse Minds, Shared Ambition
- At Teciem, we believe that our strength comes from the diversity of our people. Different perspectives, backgrounds, and experiences fuel our innovation and help us build solutions that truly make a difference in the world of financial technology.
- We’re committed to creating a workplace where everyone feels respected, heard, and empowered to grow. Here, you can bring your whole self to work, contribute your unique ideas, and be part of a team driven by shared ambition.
- We welcome talent from all walks of life and encourage applications from individuals of all genders, races, ages, abilities, identities, and beliefs. Together, we’re shaping a culture where diversity isn’t just celebrated — it’s essential to our success.
About Teciem
Software & SaaS1300 employeesFounded 2026
Private treasury and capital markets software provider serving banks and financial institutions worldwide.
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