DSM-Firmenich - Director - Service Management & Experience Lead

Title : Director, Service Management and Experience Lead.

Location : Hyderabad, India.

Join dsm-firmenich as our Service Management & Experience Lead and move IT support from reactive ticketing to experience led intelligence. In this strategic D&T role, youll embed ITSM governance, enable automation powered process shifts, stand up Swarming and XLAs to industrialize a modern, user centric operating model.

Your Key Own the operatingmodel transition from processcentric ITSM to a unified, experiencedriven support model that integrates product / platform teams, automation, and partner collaboration under a single value framework.

• Governance & Change Enablement Establish and uphold ITSM governance standards across incident, problem, and change while evolving to Intelligent Detection & Swarming, Experiencedriven Prevention, and Smart CAB (riskbased, CI / CDaligned) without compromising control and compliance.
• Experience Leadership & XLAs Design experience journeys and XLA frameworks; integrate VoE / DEX telemetry; translate insights into prioritized improvements with clear links to business outcomes and productivity.
• Automation Enablement Define and implement automation use cases, eventtoworkflow integrations, guardrails, and runbooks that enable new ways of working at scale. Ensure automation is embedded in ITSM processes to drive efficiency, speed, and consistency across incidents, problems, and change management.
• Partner with SIAM & Providers Serve as the bridge to SIAM and our managed service partners to align contracts, OLAs / XLAs, playbooks, and scorecards; orchestrate smooth adoption across all teams.
• Swarming & Operational Excellence Institutionalize swarming practices for major incidents and complex problems; coach resolver groups; drive continuous improvement through rootcause learning, knowledge capture, and prevention.
• Performance Management & Reporting Build executiveready dashboards and KPIs that unify reliability, experience, and automation impact; ensure transparent status, risks, and benefits across platforms and services.

We Strategic Influence : A pivotal role shaping how governance, experience, and automation come together to deliver service excellence across a multiprovider environment.

You Education : Bachelors degree in information technology, Computer Science, or a related field.

About dsm-firmenich, we dont just meet expectations we go beyond them.

Join our global team powered by science, creativity, and a shared purpose : to bring progress to life.

From elevating health to making fortified food and sustainable skincare, the impact of your work here will be felt by millions every single day. Whether its fragrance that helps you focus, alternative meat thats better for the planet, or reducing sugar without losing flavor, this is where you help shape the future of nutrition, health, and beauty for everyone, everywhere.

And while youre making a difference, well make sure youre growing too. With learning that never stops, a culture that lifts you up and the freedom to move across businesses, teams, and borders. Your voice matters here. And your ideas? Theyre essential to our future.

Because real progress only happens when we go beyond, Belonging And Equal Opportunity dsm-firmenich, we believe being a force for good starts with the way we treat each other. When people feel supported, included, and free to be themselves, they do their best work and thats exactly the kind of culture were building. A place where opportunity is truly equal, authenticity is celebrated, and everyone has the chance to grow, contribute, and feel they belong.

Were proud to be an equal opportunity employer, and were serious about making our hiring process as fair and inclusive as possible. From inclusive language and diverse interview panels to thoughtful sourcing, were committed to reflecting the world we serve.

We welcome candidates from all backgrounds no matter your gender, ethnicity, sexual orientation, or anything else that makes you, you.

And if you have a disability or need any support through the application process, were here to help just let us know what you need, and well do everything we can to make it work.

Agency managing this search directly at dsm-firmenich. If youre applying as an individual, wed love to hear from you. Were not accepting agency submissions or proposals involving fees or commissions for this role.

(ref : iimjobs.com)