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.