▷ [17 / 10 / 2025] ITSM Director

Role : ITSM Director

Work Location : Gift City, Gandhinagar (near Ahmedabad, Gujarat)

Working Mode : 5 days Work from the office.

Shift Timings : 24 x 7 Flexible Shift (Including Night Shifts)

Position Overview : We are seeking a strategic and experienced ITSM Director to lead our IT Service Management (ITSM) function. The ITSM Director will be responsible for defining and implementing ITSM strategies, frameworks, and processes to ensure efficient and effective delivery of IT services across the organization. This role requires strong leadership skills, technical expertise in ITSM frameworks, and the ability to drive transformational change and innovation.

Key Responsibilities :

• Develop and execute ITSM strategies, policies, and procedures aligned with industry best practices (e.g., the ITIL framework) to optimize IT service delivery, support business objectives, and drive operational efficiency.
• Lead and manage a team of ITSM professionals, including Service Desk Managers, Incident Managers, Problem Managers, Change Managers, and Configuration Managers, ensuring alignment with organizational goals and priorities.
• Establish and monitor key performance indicators (KPIs), metrics, and benchmarks to assess ITSM performance, identify areas for improvement, and drive continuous service improvement initiatives.
• Collaborate with IT leadership, stakeholders, and business units to understand service requirements, prioritize initiatives, and align ITSM activities with strategic business objectives.
• Drive the adoption and compliance of ITSM processes across the organization, ensuring adherence to service level agreements (SLAs), operational standards, and regulatory requirements.
• Champion the implementation and optimization of ITSM tools and technologies (e.g., ServiceNow, BMC Remedy) to automate workflows, streamline processes, and enhance the end-user experience.
• Provide strategic guidance and recommendations to senior management on ITSM trends, technologies, and industry standards to drive innovation, cost-effective solutions, and competitive advantage.
• Manage vendor relationships, contracts, and service level agreements (SLAs) for third-party service providers supporting ITSM operations.
• Develop and manage the ITSM budget, resource allocation, and staffing plans to support current and future operational needs.
• Prepare and present regular reports, analyses, and recommendations to senior management and stakeholders on ITSM performance, projects, and initiatives

Requirements :