ITSM LEAD

Job description

We are hiring for ITSM LEAD **.** **Role: ITSM LEAD** **Experience: 10 years to 12 years** **Location: Bangalore** **Note-Virtual Interview on 18th June 2026** Interested candidates can send their resume on below mail ID along with below details- **geethanjali.u@tcs.com** Please share below details- Full Name: Email: Contact Details: Total Experience: Current location: Preferred location: Relevant Experience: Notice Period: Current CTC: Expected CTC: Current Company Name: Education or career gap (if any): EP Reference Number (if already registered with TCS) – Highest Qualification: Highest Qualification University Name: The ITSM Lead is responsible for endtoend ownership of IT Service Management processes, ensuring operational excellence, process compliance, service quality, and continual improvement across IT services. The role acts as a bridge between business, operations, tooling (e.g., ServiceNow), and governance, ensuring services are delivered in line with SLAs and business outcomes. **Key Responsibilities** ITSM Process Ownership : a. Own, govern, and continuously improve core ITSM processes: • Incident Management (IM) • Problem Management • Change & Release Management • Service Request Management • Knowledge Management • Configuration & Asset Management (CMDB, ITAM/SAM) b. Ensure alignment with ITIL practices and organizational standards. c. Define process workflows, policies, SOPs, escalation matrices, and RACI models. d. Act as the final escalation point for processrelated issues and deviations Service Operations & Delivery Governance a. Ensure daytoday operational stability of IT services across infrastructure, applications, EUC, cloud, and network towers. b. Monitor and govern: • SLA / KPI adherence • Incident trends and service quality metrics • Operational risks and recurring issues • Drive root cause analysis (RCA) for major incidents and chronic problems. c. Chair or govern: • Service review meetings (weekly/monthly/quarterly) 3. Tooling & Platform Governance (ServiceNow / ITSM Tools) a. Act as the functional owner for ITSM tools (commonly ServiceNow). b. Ensure: • Correct process configuration and enforcement in the tool • Data quality (tickets, CMDB, assets, knowledge) • Automation and workflow optimization c. Work closely with: • ServiceNow developers • ITSM tool admins • Reporting and analytics teams d. Drive adoption of selfservice, automation, and AIenabled ITSM capabilities where applicable. 4. SLA, KPI & Reporting Management a. Ensure accurate and timely: • Operational dashboards • SLA reports • Executive summaries b. Translate technical metrics into businesscentric insights. c. Support audits, compliance reviews, and service assurance activities. 5. Stakeholder & Customer Management a. Act as the primary ITSM interface for: • Business stakeholders • Client service managers • Delivery and tower leads b. Lead service review discussions with customers. c. Manage expectations during: • Service disruptions • Major incidents • Change failures