Service Management

The Service Management & CFS professional is responsible for ensuring the effective delivery, governance, and continuous improvement of IT services while enabling collaboration across multiple functions (infrastructure, applications, security, operations, and business units). The role focuses on driving service excellence, aligning IT services with business needs, and ensuring seamless coordination of cross-functional services.Roles & Responsibilities : Service ManagementManage IT services in alignment with ITIL best practices (Incident, Problem, Change, Service Request, Knowledge Management).Well-versed in Change Management and have strong hands-on experience in Problem Management.Monitor and improve service delivery performance through SLAs, OLAs, and KPIs.Ensure consistent service availability, reliability, and resilience.Drive continual service improvement (CSI) initiatives to enhance customer experience.Lead governance, reporting, and service reviews with stakeholders.Act as the escalation point for major incidents and critical service issues.Cross-Functional Services (CFS)Facilitate collaboration between multiple IT domains (infrastructure, application, security, cloud, data, and operations).Act as a bridge between IT teams and business functions to ensure end-to-end service integration.Drive cross-functional initiatives such as service automation, standardization, and digital transformation.Coordinate with vendors, partners, and third-party providers to ensure seamless service delivery.Support enterprise-wide programs / projects requiring multi-team engagement (e.g., cloud migration, ITSM tool implementation, compliance initiatives).Promote knowledge sharing and best practices across teams. Professional & Technical Skills : Strong knowledge of ITIL framework.Expertise in Change Management and strong hands-on in Problem Management.Experience in Service Delivery / Service Operations / ITSM processes.Ability to manage cross-functional coordination and stakeholder communication.Strong problem-solving and analytical skills for handling complex IT issues.Familiarity with ITSM tool(ServiceNow).Experience in governance, compliance, and audit support.Good understanding of cloud, infrastructure, and application environments.Excellent communication, leadership, and collaboration skills.Additional Information : Bachelor's degree in IT, Computer Science, or related field. ITIL(V3 or V4 certified). 2 6 years of experience in Service Management and / or IT Operations with cross-functional exposure.Preferred locations are Bangalore and Hyderabad.Work Hours : Should be ready for rotational shifts to support 24x7 operations.A 15 years full time education is required.