ITIL Cross Functional Service Management Lead (NCS/Job/ 3566)

Key Responsibilities:

• Drive end-to-end IT Service Management (ITSM) processes across cross-functional teams
• Ensure effective implementation and governance of ITIL processes (Incident, Problem, Change, Release, Service Request)
• Act as a bridge between different teams (Infrastructure, Application, Security, etc.) to ensure smooth service delivery
• Monitor service performance, SLAs, and KPIs; drive continuous improvement initiatives
• Lead major incident management and ensure timely resolution with minimal business impact
• Coordinate change management activities and ensure risk mitigation
• Conduct root cause analysis (RCA) and implement preventive measures
• Collaborate with stakeholders and business teams to understand service requirements
• Drive automation and process improvements for operational efficiency
• Prepare reports, dashboards, and service review presentations

Required Skills:

• Strong experience in ITIL framework and ITSM tools (ServiceNow, Remedy, etc.)
• Hands-on experience in incident, problem, and change management
• Experience managing cross-functional and distributed teams
• Strong understanding of SLA/KPI management and reporting
• Excellent stakeholder management and communication skills
• Ability to handle high-pressure situations and critical incidents

Preferred Qualifications:

• ITIL Certification (v3/v4) – Mandatory/Preferred
• Experience in cloud environments (AWS/Azure) is a plus
• Knowledge of DevOps and Agile practices is an advantage