Manager, ITSM

XPO India Shared Services

Job Title :   Manager ITSM

Reports to : Assigned by HRBP.

Job Grade : Assigned by Comp.

Job Code : Click here to enter Job Code.

FLSA Status : Assigned by Comp.

FLSA Category, if Exempt : Assigned by Comp.

EEO Category : Assigned by Comp

Prepared By : Click here to enter name.

Date Approved : Entered by Comp.

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GENERAL DESCRIPTION : The ITSM Manager oversees the delivery of IT services, including change management, incident and problem management and overall service level management. This position ensures the ITSM services meets user needs, maintains high performance and availability, and aligns with business objectives. This role manages IT service lifecycle, optimizes service delivery through ITIL frameworks, and fosters a culture of continuous improvement within the IT team.  This position examines the compliance, quality, efficiency and effectiveness of ITSM processes to identify improvement opportunities and communicates these to the IT Service Owners.

ESSENTIAL DUTIES AND RESPONSIBILITIES To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. These are the most significant job duties performed; other responsibilities or assignments not specifically mentioned may also be assigned (

please list 5-8 responsibilities along with percentage of time associated with each ).

Process Ownership & Governance : 40%

Own and manage the lifecycle of core ITSM processes (e.g., Incident, Problem, Change, Request Fulfillment, Knowledge, and CMDB).

• Ensure ITSM processes align with ITIL best practices and organizational objectives.
• Drive continuous improvement initiatives across IT service processes.

Team Management & Leadership : 20%

Lead a team of ITSM process owners, analysts, and coordinators.

Metrics, Reporting & SLA Management : 20%

Define and monitor KPIs and SLAs across IT services.

Stakeholder Engagement : 10%

Collaborate with IT and business units to understand service needs and expectations.

Compliance & Risk Management : 10%

Ensure ITSM processes support regulatory and compliance requirements.

SUPERVISORY RESPONSIBILITIES :

DECISION-MAKING RESPONSIBILITIES :

EDUCATION / EXPERIENCE :

10+ years of experience supporting processes (Business or IT)

CERTIFICATES AND LICENSES (list special certifications / licenses that are required or desirable to perform this job)

JOB RELATED COMPETENCIES : To perform the job successfully, an individual should demonstrate the following competencies :

Analytical Skills -

Identifies and resolves problems.

Composes thorough and detailed written technical documentation, procedures, manuals, etc.

Communication Skills –

Writes clearly and informatively edits work for spelling and grammar.

Time Management Skills -

Demonstrates follow-up skills.

Other   -

Self-motivated.

Technical Competencies

Basic Computer Skills –

Basic knowledge / Strong Fluency / Expert-level user of Windows applications and Microsoft Office programs such as MS Project, Word, Excel and PowerPoint.

Other Technical / Computer Skills -

XPO

Logistics is an Equal Employment Opportunity Employer (M / F / V / H)

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Skills Required

metrics reporting , Servicenow, Itsm, Itil