CIS_ITSM Lead-INDIA

Date Of Requisition

07 ^th Oct 2025

ECMS REQ ID/ Unique ID

506800Y25

PU

CISEMEAFRC

Number of Openings

1

Country

India

Detailed JD (Roles and Responsibilities)

Job Title: ITSM Lead / Service Management Office (SMO) Lead

Location : Bangalore or Chennai
Experience : 10+ years
Industry : Banking / Financial Services / IT Services

Role Summary:

The ITSM Lead will be responsible for overseeing the implementation, governance, and continuous improvement of IT Service Management processes aligned with ITIL best practices. The role requires close collaboration with business units, technology teams, and external vendors to ensure high-quality service delivery and operational excellence.

Key Responsibilities:

• Lead and manage ITSM processes: Incident, Problem, Change, Configuration, Release, and Service Request Management .
• Drive process standardization and automation across IT operations.
• Act as the primary point of contact for ITSM governance and reporting.
• Collaborate with stakeholders to define and monitor SLAs, KPIs, and OLAs .
• Conduct root cause analysis and implement corrective actions for recurring issues.
• Lead Service Review Meetings with internal and external stakeholders.
• Ensure compliance with ITIL framework and regulatory requirements (especially in banking).
• Manage and mentor a team of ITSM analysts and coordinators.
• Work with tools like ServiceNow, BMC Remedy, or Cherwell for ITSM operations.

Required Skills & Qualifications:

• Bachelor's degree in computer science, Information Technology, or related field.
• 10+ years of experience in IT Service Management, with at least 3 years in a leadership role.
• Strong understanding of ITIL v3/v4 framework (ITIL certification preferred).
• Experience in banking or financial services domain is mandatory .
• Proficiency in ITSM tools (e.g., ServiceNow, BMC Remedy).
• Excellent communication, stakeholder management, and analytical skills.
• Experience in audits, compliance, and risk management in IT operations.

Preferred Qualifications:

• ITIL Expert or Managing Professional certification.
• Experience with Agile/DevOps environments.

Exposure to ISO 20000, COBIT, or other IT governance frameworks .

Total Experience

10+

Relevant Experience

10+

Mandatory skills

ServiceNow, BMC Remedy, or Cherwell

Desired skills

NA

Domain (Industry)

NA

Work Location

Bangalore/Chennai

Background Check (Before onboarding / After onboarding)

Will update

BGV Vendor

NA

Mode of Interview- Telephonic/Face to Face/Video Interview

Video & F2F

WFO / WFH / Hybrid

Hybrid

Shift Details (Time)

UK Shift

Client BTP / SHTP (onsite)

NA

Vendor Rate in currency of Work Location

10K INR per day