ITIL Process Director

Job Title: ITIL Process Director\nLocation: Noida (Work from Office)\nExperience: 14+ Years\nShift: US Shift\n\nRole Overview\nThe ITIL Process Director is responsible for designing, implementing, managing, and continuously improving IT Service Management (ITSM) processes aligned with the ITIL framework . The role ensures that IT services are delivered efficiently, consistently, and in line with business requirements.\nThis role oversees key ITIL processes such as Incident Management, Problem Management, Change Management, Service Request Management, and Service Level Management , ensuring operational excellence and service quality.\nKey Responsibilities:\nITIL Process Governance\nDefine, implement, and maintain ITIL-based ITSM processes across the organization.\nEstablish governance models and standards for IT service management.\nEnsure adherence to ITIL best practices and compliance requirements .\nProcess Improvement\nContinuously review and optimize ITIL processes to improve efficiency and service delivery.\nLead process maturity assessments and improvement initiatives .\nIdentify automation opportunities within ITSM processes.\nIncident & Problem Management\nOversee major incident management processes and ensure timely resolution.\nDrive root cause analysis and problem management to reduce recurring incidents.\nChange & Release Management\nManage Change Advisory Board (CAB) activities.\nEnsure effective change planning, risk assessment, and communication.\nImprove success rate of changes and minimize service disruptions.\nService Level Management\nDefine and monitor SLAs, OLAs, and KPIs for IT services.\nWork with business stakeholders to align service expectations.\nITSM Tools Management\nOversee configuration and optimization of ITSM tools such as:\nServiceNow\nBMC Remedy\nJira Service Management\nIvanti\nCherwell\nReporting & Metrics\nDevelop dashboards and reports for:\nIncident trends\nSLA compliance\nChange success rate\nService performance\nLeadership & Stakeholder Management\nLead cross-functional teams responsible for IT service delivery.\nAct as the central point of governance for ITIL processes .\nCollaborate with infrastructure, application, and business teams.\nRequired Skills:\nTechnical Skills\nStrong knowledge of ITIL V3 / ITIL 4 framework\nExperience managing ITSM platforms\nUnderstanding of IT operations, infrastructure, and service delivery\nProcess Skills\nIncident Management\nProblem Management\nChange Management\nService Request Management\nKnowledge Management\nService Level Management\nLeadership Skills\nProcess governance\nStakeholder management\nContinuous improvement mindset\nStrategic planning\nQualifications\nBachelor’s degree in information technology, Computer Science, or related field\nITIL Foundation certification (mandatory)\nITIL Intermediate / ITIL Managing Professional / ITIL Expert preferred\n14+ years of experience in IT Service Management (Director level)\nExperience leading global ITSM teams\nPreferred Certifications\nITIL 4 Managing Professional\nPMP or PRINCE2\nSix Sigma / Lean certification\nServiceNow certification\nKey Performance Indicators (KPIs)\nSLA compliance rate\nIncident resolution time\nChange success rate\nReduction in recurring incidents\nService availability\n\nThink global. Think BIG.\nVisit us: https://biglanguage.com\nLinkedin: https://www.linkedin.com/company/big-language-solutions/mycompany/