Manager, ITSM

XPO India Shared Services

Job Title : Manager ITSM

Reports to : Assigned by HRBP.

Job Grade : Assigned by Comp.

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FLSA Status : Assigned by Comp.

FLSA Category, if Exempt : Assigned by Comp.

EEO Category : Assigned 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. Provide coaching, mentoring, and performance management.
• Metrics, Reporting & SLA Management : 20% Define and monitor KPIs and SLAs across IT services. Generate and present regular service performance reports to stakeholders. Use data to identify trends, issues, and areas for improvement.
• Stakeholder Engagement : 10% Collaborate with IT and business units to understand service needs and expectations. Serve as an escalation point for major incidents or service disruptions.
• Compliance & Risk Management : 10% Ensure ITSM processes support regulatory and compliance requirements. Manage risks associated with IT service delivery and process changes.

SUPERVISORY RESPONSIBILITIES :

DECISION-MAKING RESPONSIBILITIES :

EDUCATION / EXPERIENCE :

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 :

Technical Competencies

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