Job Title: ITSM - IPC Lead

Department: IT Service Management (ITSM)

Location: Navi Mumbai

Job Overview:

Looking for a visionary and experienced ITSM Lead to lead and oversee Incident, Problem and Change Management (IPC) functions. This role is responsible for defining, implementing, and continually improving the organization's ITSM - IPC strategy, ensuring that IPC processes are delivered in alignment with business objectives. The ITSM IPC Lead will lead a team of professionals across incident, problem and change management processes. Candidate will work closely with senior leaders to foster a service-oriented culture, optimize IT service delivery, and ensure that IT operations are efficient, effective, and customer-focused.

Key Responsibilities:

1. Strategic Leadership, ITSM Vision Governance:

• Develop and execute the IPC strategy to align with organizational goals and business needs along with adoption of ITIL best practices and frameworks.
• Own the design, implementation, and optimization of key IPC processes, Service Level Management, and Knowledge Management.
• Define and establish IPC policies, governance models, and frameworks to ensure consistency, compliance, and continuous improvement across the service management lifecycle.

1. Service Delivery and Quality Assurance:

• Ensure that IPC services are delivered efficiently, effectively, and in accordance with agreed-upon KPIs, SLAs and OLAs.
• Monitor and measure IPC delivery performance through automated dashboard & identifying areas for improvement.
• Implement continuous improvement initiatives to enhance service quality, customer satisfaction, and operational efficiency.
• Drive predictive analysis for incident, problem and changes and improvise RPA based automation.

1. Team Leadership and Development:

• Lead, mentor, and develop a high-performing IPC team, ensuring that teams have the skills to effectively manage and improve IT services.
• Promote a culture of collaboration, knowledge-sharing, and continuous learning within the ITSM team. Provide regular coaching and performance feedback to team members.

1. Stakeholder Management and Communication:

• Build, maintain & collaborate strong relationships with all stakeholders, ensuring alignment between IT service management and business needs.
• Ensure regular communication and reporting on IT service performance, issues, and improvements to senior management, business units, and external vendors. Facilitate periodic review meetings, to ensure alignment and accountability across IT service delivery.

1. Technology, Toolset & Compliance Management:

• Own optimization of ITSM tools to ensure the support the business’s service management needs.
• Leverage automation, artificial intelligence (AI), and machine learning (ML) technologies to drive efficiency and innovation within the IPC function.
• Ensure that ITSM tools are integrated with other IT systems and platforms (e.g., monitoring, ticketing, reporting tools) to provide seamless end-to-end service management capabilities.
• Ensure that ITSM processes and activities comply with internal policies, industry standards, and regulatory requirements. Ensure all audits are cleared without any observations.

1. Continuous Improvement and Innovation:

• Champion a culture of continuous improvement within the IPC function, consistently identifying and implementing opportunities for process optimization and service enhancement.
• Encourage the use of industry best practices, lean methodologies, and agile principles to drive improvements in service management processes.

Required Skills and Qualifications:

• Education: Bachelor's degree or equivalent experience
• Certifications: ITIL v3 or v4 Expert certification preferred
• Experience:
• 18+ years of experience in IT Service Management, with at least 5 years in a leadership or managerial role overseeing ITSM processes.
• Proven experience implementing ITIL-based frameworks and leading IPC in large and/or complex organizations. Strong experience in managing ITSM tools and platforms
• Experience in managing teams, developing talent, and fostering a high-performance culture within ITSM.
• Expertise in service level management, incident management, problem management, change management, and continuous improvement practices.
• Strong leadership, decision-making, and strategic thinking abilities.
• Excellent communication and interpersonal skills, with the ability to communicate complex technical concepts to non-technical stakeholders.
• Strong problem-solving and analytical skills, with the ability to drive data-driven decision-making.
• Ability to manage multiple priorities and balance strategic goals with day-to-day operational needs.
• Experience in managing ITSM in cloud-based or hybrid environments.
• Familiarity with emerging technologies such as artificial intelligence (AI), automation, and machine learning (ML) in IT service management.