IT Infrastructure Manager (ITSM, ITOM & CMDB – iMitra/ServiceNow)

Job description

**Job Requirements** - **Role** Lead enterprise-wide IT Service Management (ITSM), IT Operations Management (ITOM), and CMDB governance for Titan’s iMitra (ServiceNow) platform. The role is accountable for delivering reliable, audit-ready IT services through strong governance, automation-first operations, and effective change management. Drives enterprise transformation by enabling data integrity, operational visibility, and controlled IT change execution. -**Job Profile**     Own end-to-end ITSM processes including Incident, Change, Service Request, and Service Catalog        Act as Enterprise Change Manager, ensuring structured governance of all IT changes        Plan, schedule, and conduct CAB (Change Advisory Board) meetings for critical/high-risk changes        Govern ITOM capabilities including discovery, monitoring, and infrastructure visibility        Own CMDB 2.0 as the single accountable authority for data integrity, lifecycle, and compliance        Define and enforce CMDB standards, CI models, and data governance controls        Drive automation, integrations, and self-service initiatives across ServiceNow platform        Ensure audit readiness, compliance adherence, and risk mitigation across ITSM/CMDB processes        Collaborate with Infra, Security, Business Units, and Vendors to align IT services with business needs      Lead cross-functional teams and drive capability development in automation and AI-led IT operations - **Key Deliverables**        SLA adherence across ITSM processes with improved service quality        Structured CAB governance with documented approvals and decisions        Accurate, complete, and audit-ready CMDB data        Improved IT infrastructure visibility through ITOM capabilities        30% reduction in manual effort through automation and integrations        Zero major audit observations across ITSM and CMDB        Increased adoption of self-service and automation-led service delivery      Strong stakeholder satisfaction and alignment with business priorities **Work Experience**  - **Experience and Skill**        5+ years of experience in ITSM / IT Operations / ServiceNow platform        Strong expertise in ITSM, ITOM, and CMDB governance        Proven experience as Change Manager with CAB governance ownership        Exposure to automation, integrations, and digital transformation initiatives        Strong understanding of audit, compliance, and risk frameworks        Experience working with cross-functional teams and vendor ecosystems - **Good to Have:**        Exposure to AI/ Power Automate/ Copilot / automation-led IT operations        Experience with ServiceNow ITOM modules (Discovery, Event Management)        Knowledge of API integrations, Power Automate, or orchestration tools        Understanding of data analytics, dashboards, and platform reporting        Awareness of cloud infrastructure and modern IT operations