Job Description

As a Senior Manager in Service Management, you will lead the governance, optimization, and continuous improvement of ITIL processes, with a strong focus on Change Management and Service Transition. You will be responsible for driving process excellence by identifying improvement opportunities, overseeing technology change governance, and ensuring the successful delivery of production implementations.

Key responsibilities include monitoring change performance, analyzing change failures and service incidents, identifying root causes, and implementing preventive and corrective actions to reduce operational risk. You will collaborate closely with technology, operations, and business teams to ensure that all non-functional, operational readiness, and compliance requirements are met prior to production go-live.

The role also requires establishing meaningful process metrics, defining KPIs in partnership with the MIS team, and developing dashboards that provide actionable insights into service performance, change effectiveness, risk trends, and operational efficiency. Through strong stakeholder engagement and data-driven decision-making, you will contribute to enhancing service resilience, governance, and overall technology delivery outcomes.

• Manage and optimize ITIL processes, particularly Change Management and Service Transition.
• Identify process improvement opportunities and simplify controls.
• Track and ensure successful implementation of technology changes.
• Establish root causes of change failures and incidents, and propose preventive actions.
• Drive Service Transition process to address non-functional requirements pre-production.
• Collaborate with relevant teams to implement process improvements.
• Define process KPIs and work with MIS to develop dashboards.
• Stay updated with industry best practices and trends in Service Management.
• Provide leadership and mentorship to the Service Management team.
• Minimum 15 years of experience in Service Management, designing, defining, and driving ITIL processes.
• Experience in the Banking industry is preferred.
• Strong leadership and management skills, with the ability to lead and motivate a team.
• Excellent analytical and problem-solving abilities, with a focus on process optimization.
• Proven track record in driving process improvements and implementing ITIL best practices.
• Proficiency in using MIS tools and data analytics for process monitoring and reporting.
• Strong communication and collaboration skills to work effectively with cross-functional teams.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
• A relevant bachelor's degree in Computer Science, Information Technology, or a related field.
• Certifications in ITIL or other relevant Service Management frameworks are highly desirable.