TL;DR

Service Management Lead: Leading a team of service management professionals delivering high-quality IT services, driving operational excellence in incident, problem, and change management, while ensuring compliance with ITIL practices. Focus on collaborating with stakeholders, monitoring operational metrics, and optimizing service delivery for global clients.

Location: Bangalore, Mumbai

Company

%hirify_global% is an AI-powered global business and technology transformation partner, delivering tangible business value.

What you will do

Lead and manage a team of Service Management professionals for high-quality IT service delivery.
Drive operational excellence in Incident, Major Incident, Problem, and Change Management.
Govern service delivery processes and ensure compliance with ITIL best practices.
Oversee major incident bridges, RCA analysis, and change planning with CAB governance.
Utilize ServiceNow for incident, problem, and change workflows, reporting, and dashboards.
Collaborate with stakeholders across IT, security, and business units for seamless service delivery.

Requirements

6+ years in IT Service Management, with at least 4 years in a leadership role.
Strong expertise in Incident, Problem, and Change Management.
Hands-on experience with ServiceNow and ITIL processes.
Project Management capabilities with PMP/Prince2 preferred.
Excellent stakeholder management and communication skills.
ITIL Foundation (Intermediate/Expert preferred), PMP or equivalent.

Culture & Benefits

Work on mission-critical IT service management operations for global clients.
Gain exposure to advanced ITIL practices, automation, and ServiceNow optimization.
Clear career progression from Service Management leadership to strategic consulting roles.
Be part of a collaborative, inclusive environment that values innovation and operational excellence.
Drive impactful improvements that enhance customer satisfaction and service reliability.