ITSM Process Manager

Role:ITSM Process Manager

YOE : 3 to 5

Location : Bengaluru

primary Skill : ITSM,Itsm Consultant,Itsm Process Manager,Incident Manager,Incident Management,Problem Management,Change Management,Service Request Management,Knowledge Management,Service Level Management,service catalog management,Configuration Management

JD :

Manage and drive IT Service Management processes across Incident, Problem, Change, Service Request, Release, Knowledge and Asset Management. Responsible for process governance, service quality, compliance, reporting, stakeholder management and continual service improvement. Processes mentioned are not limited to these areas and may expand based on business needs.

• Own and govern ITSM processes and standards.

• Monitor SLA/KPI performance and service quality.

• Drive process compliance, audits and reporting.

• Facilitate reviews, governance meetings and stakeholder communications.

• Identify automation and service improvement opportunities.

• Collaborate with support, operations and business teams.

• Ensure effective risk management and operational excellence.

• Support tool enhancements and process optimisation initiatives.

Incident Management, Problem Management, Change Management, Service Request Management (SRM), Release Management, Knowledge Management, IT Asset Management and other ITSM practices as required.

Minimum 3+ years of hands-on experience in ITSM operations, governance or process management.

• Good understanding of ITIL framework and ITSM best practices.

• Experience with ServiceNow, Remedy, Jira Service Management or similar ITSM tools.

• Strong analytical, reporting and stakeholder management skills.

• Excellent communication and problem-solving abilities.