ITSM Lead/ITSM Manager

Job Description

Work Mode: Fully Onsite

Job Summary:

They are the primary custodian of the Change Enablement and Continual Service Improvement (CSI) practices and provide critical oversight for Incident and Problem Management to minimize technical debt and maximize business value.

Job Qualifications:

Based on the organizational competency model, the ITSM Lead requires the following profile:

• Decision-making, delegating, and overseeing the Service Management function.
• Designing work techniques, documenting procedures, and driving continual improvement (CSI).
• Managing stakeholders during CAB meetings and service reviews.
• Prioritizing improvement tasks and ensuring rigorous record-keeping and reporting. ITIL 4 Foundation is the minimum requirement, with intermediate modules (e.g., Create, Deliver, and Support) highly preferred.

Experience:

• Deep understanding of the Service Value System and how practices (Change, Incident, Problem) interconnect.
• Experience establishing or managing a Service Management Office (SMO).
• Proficiency in ITSM Platforms (e.g., ServiceNow, ManageEngine) to drive automation and reporting.

Skills:

• Strong analytical skills to correlate incident data and identify root causes. Excellent communication skills for facilitating CAB meetings and managing stakeholder expectations.

Job Responsibilities:

• Define and operationalize the Service Management Office to ensure consistent application of management practices across value streams.
• Act as the CSI Manager, responsible for managing the improvement of ITSM processes and IT services. This involves maintaining the CSI register and ensuring improvements are prioritized based on business value.
• Elevate the organization's ITSM maturity from the current state (approx. 1.27) to the target state (3.0) by implementing standard policies, workflows, and KPIs.

• Serve as the Change Manager, handling the implementation, documentation, and activities related to the Change Enablement practice.
• Act as the Change Advisory Board (CAB) Facilitator and/or Chairman (in the absence of VP ITSD), organizing agendas and publishing reports to ensure changes are assessed for risk and value.
• Conduct periodic reviews of changes to identify opportunities for optimizing change models and standardizing procedures to increase change throughput.

• While not the primary incident resolver, the ITSM Lead is responsible for the Periodic Incident Review. This entails analyzing incident records (specifically P3/P4) for repeats and patterns that indicate underlying problems.
• Prepare and publish Monthly/Weekly Operational Review Reports to track process health, focusing on ticket quality, backlog management, and SLA adherence.
• Identify candidates for Problem Management and Knowledge Management based on incident trend analysis.

• Serve as the reporting manager for key operational roles, including the Service Desk Manager, Major Incident Manager, Problem Manager, Change Manager. Ensure clear role definition and mapping (e.g., transition from interim roles to 2026 target roles) as defined in the consolidation guidelines