Sr Project Manager

Bengaluru, Karnataka

Job Summary

ITSM Process Manager – Job Description\\\\\\\\r\\\\\\\\nRole Summary\\\\\\\\r\\\\\\\\nThe ITSM Process Manager is responsible for governing, optimizing, and ensuring end to end adherence to ITIL aligned service management processes. The role oversees process maturity, drives continual improvement, ensures compliance with organizational policies, and collaborates with cross functional teams to improve service reliability, stability, and performance.\\\\\\\\r\\\\\\\\n\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\\\\\\\\r\\\\\\\\nKey Responsibilities\\\\\\\\r\\\\\\\\n1\. Process Governance \& Compliance\\\\\\\\r\\\\\\\\n• Ensure compliance with ITIL/ITSM best practices across all managed processes.\\\\\\\\r\\\\\\\\n• Conduct regular process audits, maturity assessments, and gap analyses.\\\\\\\\r\\\\\\\\n• Maintain and update Standard Operating Procedures (SOPs) and process documentation.\\\\\\\\r\\\\\\\\n• Ensure policy adherence across Incident, Problem, Change, Knowledge, Request, and related processes. \\\\\\\\r\\\\\\\\n2\. Process Operations \& Performance Management\\\\\\\\r\\\\\\\\n• Govern day to day process performance, including SLA adherence and KPI tracking.\\\\\\\\r\\\\\\\\n• Monitor MTTR, FCR, change success/fail rate, problem recurrence, and trend anomalies.\\\\\\\\r\\\\\\\\n• Lead weekly governance calls, daily standups, Problem/Change reviews, CAB, PIRs, and WSR reporting.\\\\\\\\r\\\\\\\\n• Ensure timely RCA completion and CAPA implementation for major incidents/problems.\\\\\\\\r\\\\\\\\n3\. Continual Service Improvement\\\\\\\\r\\\\\\\\n• Drive automation, tooling enhancements, and simplification initiatives.\\\\\\\\r\\\\\\\\n• Identify inefficiencies through data analysis and propose improvement actions.\\\\\\\\r\\\\\\\\n• Run proactive problem management through trend analysis and preventive actions.\\\\\\\\r\\\\\\\\n4\. Stakeholder \& Cross Functional Collaboration\\\\\\\\r\\\\\\\\n• Liaise between business units, IT teams, and service providers to ensure smooth process execution.\\\\\\\\r\\\\\\\\n• Work closely with SMEs, support teams, and vendors to resolve bottlenecks.\\\\\\\\r\\\\\\\\n• Escalate roadblocks and provide governance updates to leadership. \\\\\\\\r\\\\\\\\n5\. Training, Awareness \& Communication\\\\\\\\r\\\\\\\\n• Conduct process training sessions for delivery teams and new joiners.\\\\\\\\r\\\\\\\\n• Communicate process updates, improvements, and policy changes to all stakeholders.\\\\\\\\r\\\\\\\\n• Provide process guidance during major incidents and governance meetings.\\\\\\\\r\\\\\\\\n6\. Reporting \& Insights\\\\\\\\r\\\\\\\\n• Prepare weekly/monthly dashboards on process health and improvement progress.\\\\\\\\r\\\\\\\\n• Publish RCA reports, audit findings, trend analyses, and compliance results.\\\\\\\\r\\\\\\\\n• Present recurring issues, improvement status, and KPIs to customer and internal leadership.\\\\\\\\r\\\\\\\\n\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\\\\\\\\r\\\\\\\\nSkills \& Competencies Required\\\\\\\\r\\\\\\\\n• Strong understanding of ITIL v4 framework (v3/v5 familiarity is an advantage).\\\\\\\\r\\\\\\\\n• Hands on experience with ITSM tools such as ServiceNow, Remedy, Jira, SAP Charm, Viva Vault, MyQMS.\\\\\\\\r\\\\\\\\n• Expertise in RCA techniques (5 Why’s mandatory; Fishbone preferred).\\\\\\\\r\\\\\\\\n• Strong analytical and decision making skills.\\\\\\\\r\\\\\\\\n• Excellent stakeholder management and communication skills.\\\\\\\\r\\\\\\\\n• Ability to manage multi vendor collaboration environments.\\\\\\\\r\\\\\\\\n\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\\\\\\\\r\\\\\\\\nTools Knowledge\\\\\\\\r\\\\\\\\n• ITSM platforms: ServiceNow\\\\\\\\r\\\\\\\\n• Reporting \& analytics: Power BI, Excel, internal governance dashboards. \\\\\\\\r\\\\\\\\n\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\\\\\\\\r\\\\\\\\nExperience Requirements\\\\\\\\r\\\\\\\\n• 08\-12 years of experience in ITSM process management or similar roles.\\\\\\\\r\\\\\\\\n• Demonstrated experience managing Incident, Problem, Change, Release, or Knowledge processes.\\\\\\\\r\\\\\\\\n• Prior experience in service integration environments (multi supplier/SIAM) is preferred.

Key Responsibilities

1\. To implement best practices, develop processes/procedures and identify process efficiency measures so as to improve deliverables' quality \& innovate global project management methodology with a view to maximize value provided to the business units

2\. To work closely with customer/business units and ensure positive customer satisfaction for deliverables provided

3\. To contribute to business growth through expansion of current service offerings and is accountable for scope, budget and delivery of projects

4\. To monitor the progress of project and deliverables so as to submit weekly project status reports in a timely manner

5\. To review \& analyze deliverables and performance of teams across projects to ensure that all project deliverables are completed in the agreed customer timelines

6\. To effectively manage the project team to ensure timely completion of all customer project deliverables assigned to each team member

7\. To provide required support to resolve escalated issues related to projects undertaken and team performance.

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