ITSM Manager - Cyber

Job Title : ITSM Manager

Location : Coimbatore

Experience : 5+ years

Employment Type : Full-time

Preference : Early joiners preferred

Key Responsibilities :

Lead and manage IT Service Management (ITSM) processes including Incident, Problem, Change, and Service Request Management .

Drive implementation and continuous improvement of ITSM frameworks aligned with ITIL best practices .

Monitor and improve service delivery performance , ensuring adherence to SLAs and KPIs.

Coordinate with cross-functional teams to ensure smooth service operations and timely issue resolution.

Conduct root cause analysis (RCA) for recurring incidents and implement preventive actions.

Develop and maintain process documentation, SOPs, and dashboards for service performance tracking.

Collaborate with IT leadership to identify automation opportunities and enhance service efficiency.

Manage stakeholder communication, governance reporting, and service review meetings.

Required Skills & Experience :

Minimum 5 years of experience in IT Service Management or related functions.

Strong understanding of ITIL processes , service delivery models, and IT operations management.

Hands-on experience with ITSM tools such as ServiceNow, BMC Remedy, or Jira Service Management .

Proven ability to lead teams, manage multiple priorities, and deliver within agreed timelines.

Excellent analytical, communication, and stakeholder management skills.

Qualifications :

Bachelor’s degree in Information Technology , Computer Science , or a related field.

ITIL v3 / v4 certification is mandatory; additional certifications in ServiceNow or Project Management (PMP / PRINCE2) will be an advantage.