Lead the establishment and maturation of enterprise-scale IT Service Integration and Management (SIAM) operations within complex, multi-vendor environments. This pivotal role focuses on elevating Service Delivery Excellence, reinforcing operational governance, and enhancing the overall customer experience. You will be instrumental in reducing Major Incidents and fostering proactive IT operations through strategic process optimization, robust governance frameworks, and the adoption of AIOps-led transformation.

Ideal candidates possess extensive experience in ITSM governance, Incident/Major Incident Management, Problem Management, vendor governance, operational reporting, RCA governance, and service quality assurance across large-scale ERP, MIS, and infrastructure landscapes. This position demands hands-on collaboration with cross-functional teams, MSPs, infrastructure partners, application support teams, and business stakeholders to build a sophisticated governance operating model aligned with industry best practices.

Key responsibilities include establishing and operationalizing SIAM governance frameworks across diverse IT ecosystems, driving Service Delivery Excellence in Incident, Problem, Change, Major Incident, and Service Improvement processes. You will define and implement governance operating models for large-scale managed services, create structures for operational reviews, and ensure accountability across multiple support vendors. Developing governance dashboards, KPIs, and service quality scorecards, alongside conducting Delivery & Objectives (DNO) reviews, are also core functions.

Further, you will lead governance for Incident, Problem, Change, and Major Incident Management, reviewing MIM process effectiveness and identifying gaps. Driving the reduction of recurring P1/P2 incidents through structured Problem Management and RCA governance, ensuring high-quality Post Incident Reviews (PIRs) and RCA documentation, and improving incident triaging, escalation, communication, and stakeholder management are critical. You will also implement quality checks for incident lifecycle management, reduce operational backlog, and establish vendor accountability models and governance mechanisms.

Mandatory skills include a strong command of SIAM/ITSM Governance and Service Delivery Governance, coupled with hands-on experience in Incident, Problem, Change, and Major Incident Management. A thorough understanding of ITIL processes and governance frameworks is essential, as is experience managing complex ERP/MIS/Infrastructure support environments. Expertise in operational governance, RCA management, and service improvement programs, alongside experience with MSP/vendor governance models, stakeholder management, executive communication, and governance reporting, KPI management, and operational reviews are required.

Preferred skills encompass exposure to AIOps and operational automation platforms, experience with ServiceNow ITSM modules, and a solid understanding of enterprise infrastructure and application support models. Familiarity with ERP ecosystems like SAP or similar enterprise platforms, along with knowledge of operational resilience and service integration practices, would be advantageous.

The ideal candidate brings a strong analytical and governance mindset, with the ability to drive operational transformation initiatives. Excellent coordination, stakeholder engagement, communication, and presentation skills are vital. You should be adept at challenging operational inefficiencies, driving accountability, and performing effectively in high-pressure enterprise support environments. Key focus areas include improving IT Operations Governance, reducing Major Incidents, enhancing Customer Experience, strengthening Vendor Accountability, and improving RCA/PIR Effectiveness. Standardizing ITSM operational practices, driving Service Delivery Excellence, and enabling AIOps-led operational maturity are also paramount.