This role is instrumental in establishing and advancing enterprise-level IT Service Integration and Management (SIAM) operations within intricate multi-vendor environments. The primary focus is on elevating Service Delivery Excellence, reinforcing operational governance, enhancing customer satisfaction, minimizing Major Incidents, and fostering proactive IT operations through process refinement, robust governance frameworks, and AIOps-driven transformations.

Success in this position hinges on substantial experience with ITSM governance, Incident/Major Incident Management, Problem Management, vendor oversight, operational reporting, RCA governance, and service quality assurance across extensive ERP, MIS, and infrastructure landscapes. This role demands active collaboration with diverse teams, MSPs, infrastructure partners, application support groups, and business stakeholders to architect a mature governance operating model that aligns with industry best practices.

Key responsibilities include establishing and operationalizing SIAM governance frameworks for multi-vendor IT ecosystems, driving Service Delivery Excellence across core ITSM processes (Incident, Problem, Change, Major Incident, Service Improvement), and defining governance operating models for large-scale managed services.

The role involves creating governance structures for regular operational reviews, ensuring accountability across multiple vendors and support groups, and developing governance dashboards, KPIs, and service quality scorecards. A critical aspect is leading governance for Incident, Problem, Change, and Major Incident Management, reviewing MIM processes, and driving the reduction of recurring P1/P2 incidents through structured Problem Management and RCA.

Furthermore, responsibilities encompass establishing vendor accountability models, defining measurable operational KPIs and SLAs, conducting operational governance reviews with vendors, and driving continuous service improvement programs. The role also involves reviewing and improving existing ITSM operating models, enhancing customer experience, standardizing operational workflows, and supporting the implementation of governance controls for complex application landscapes. Collaboration with AIOps teams to enhance automated triaging, event correlation, RCA insights, and operational intelligence is also a key function.

We are seeking candidates with a minimum of 10 years of relevant experience in Vendor Management, SIAM, ITSM Governance, Major Incident Management, Service Delivery Governance, or Managed Services Operations.

Mandatory skills include a strong background in SIAM / ITSM Governance / Service Delivery Governance, hands-on experience with Incident, Problem, Change, and Major Incident Management, and a solid understanding of ITIL processes and governance frameworks. Expertise in operational governance, RCA management, service improvement programs, and managing MSP/vendor governance models is essential.

Preferred qualifications include exposure to AIOps and operational automation platforms, experience with ServiceNow ITSM modules, understanding of enterprise infrastructure and application support models, and knowledge of operational resilience and service integration practices. A Bachelor’s degree in Engineering, Information Technology, Computer Science, or a related field is required, with ITIL Certification being preferred and SIAM Foundation/Professional certification being an added advantage.