Lead - Service Management

Company Overview

Location

• India
• Department
• IT Operations & Service Management

Experience

• 5-8 Years
• Reports To
• Senior Manager, IT Operations
• Job Summary
• We are seeking an experienced IT Service Management & Infrastructure Manager to lead enterprise IT service delivery and infrastructure operations. The role will drive Incident, Problem, Change, and Service Management processes while providing technical oversight across infrastructure, cloud, network, endpoint, collaboration, and security platforms. The position will work closely with the Global Service Desk, Infrastructure, Security, business stakeholders, and vendors to ensure service stability, operational excellence, and continuous improvement.
• Key Responsibilities
• · Lead Major Incident, Problem, Change, and Service Management functions.
• · Manage critical incident response, stakeholder communication, post-incident reviews, and root cause analysis.
• · Drive SLA compliance, service performance, governance, and continual service improvement initiatives.
• · Govern ServiceNow processes, workflows, escalations, reporting, and operational KPIs.
• · Provide technical oversight for servers, Active Directory, Microsoft 365, Azure, networks, endpoints, and security platforms.
• · Chair Change Advisory Board meetings and ensure effective planning and execution of changes and releases.
• · Manage vendor performance, technical escalations, and service commitments.
• · Prepare executive dashboards, trend reports, and service review updates.
• · Lead, coach, and develop service management and technical operations teams.
• Required Qualifications
• · Bachelor's degree in computer science, Information Technology, Engineering, or related discipline.
• · 8+ years of experience in IT Operations, Infrastructure, or Service Management.
• · 5+ years of experience managing Major Incidents and ITSM processes.
• · Strong understanding of ITIL Incident, Problem, Change, and Service Level Management.
• · Experience with ServiceNow or a comparable ITSM platform.
• · Experience coordinating global, cross-functional technical teams and third-party vendors.
• Technical Knowledge
• · Microsoft 365, Azure, Active Directory, DNS, DHCP, and Windows Server administration.
• · Intune, SCCM/MECM, endpoint management, software deployment, and device security.
• · LAN/WAN, TCP/IP, VPN, switching, routing, firewalls, wireless, and infrastructure monitoring.
• · Virtualization technologies such as VMware or Hyper-V.
• · Identity and access management, MFA, conditional access, vulnerability management, and security incident coordination.
• · ITIL 4 Foundation or higher certification.
• · Microsoft Azure Administrator or Microsoft 365 Administrator.
• What Success Looks Like
• · Consistent achievement of agreed service levels and service availability targets.
• · Effective coordination and restoration of P1/P2 incidents with clear stakeholder communication.
• · Reduction in recurring incidents through proactive problem management.
• · High change success rate with strong operational governance and audit compliance.
• · Improved customer and stakeholder experience through measurable service improvements.
• If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.

Job Summary

Key Responsibilities

• · Lead Major Incident, Problem, Change, and Service Management functions.
• · Manage critical incident response, stakeholder communication, post-incident reviews, and root cause analysis.
• · Drive SLA compliance, service performance, governance, and continual service improvement initiatives.
• · Govern ServiceNow processes, workflows, escalations, reporting, and operational KPIs.
• · Provide technical oversight for servers, Active Directory, Microsoft 365, Azure, networks, endpoints, and security platforms.
• · Chair Change Advisory Board meetings and ensure effective planning and execution of changes and releases.
• · Manage vendor performance, technical escalations, and service commitments.
• · Prepare executive dashboards, trend reports, and service review updates.
• · Lead, coach, and develop service management and technical operations teams.

Technical Knowledge

Preferred Certifications

• · ITIL 4 Foundation or higher certification.
• · Microsoft Azure Administrator or Microsoft 365 Administrator.
• · CCNA/CCNP, VMware VCP, PMP, or equivalent certifications are preferred.
• Preferred Certifications
• What Success Looks Like
• · Consistent achievement of agreed service levels and service availability targets.
• · Effective coordination and restoration of P1/P2 incidents with clear stakeholder communication.
• · Reduction in recurring incidents through proactive problem management.
• · High change success rate with strong operational governance and audit compliance.
• · Improved customer and stakeholder experience through measurable service improvements.
• If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.

What Success Looks Like