• Implement, standardize, and optimize ITIL-based Service Management processes across large, multi-provider environments.
• Plan and lead end-to-end ITSM process implementations aligned with business and strategic objectives.
• Reengineer and design ITSM processes to improve productivity, quality, and service delivery, ensuring stakeholder alignment.
• Lead functional implementations using ITSM tools such as ServiceNow, collaborating closely with technical teams in an Agile environment.
• Develop and maintain process documentation, test scripts, and training materials.
• Conduct operational trainings and support organizational change management initiatives.
• Define, implement, and monitor KPIs and reporting to measure process effectiveness and drive continual improvement.

Requirements:

• BE/B.Tech required; MBA (IT/Operations) preferred.
• 10+ years of IT experience, including 6–8 years in ITIL process consulting or management.
• Hands-on experience with ITSM tools such as ServiceNow (preferred) or equivalent.
• Strong communication and business writing skills.
• Proven leadership and team management experience.
• Skilled in ITIL process performance analysis and KPI evaluation.
• ServiceNow certification preferred.