Job Description: Manager - ITIL role

 8+ years of overall IT Service Management experience.

 4+ years of hands on experience managing Problem and Change Management.

 Strong understanding of ITIL v3 / ITIL 4 frameworks.

 Proven experience chairing CAB meetings and managing high risk changes.

 Strong analytical, root cause analysis, and risk assessment skills.

 Excellent stakeholder management and communication abilities.

 ITIL v3 / ITIL 4 Certification (Mandatory or Strongly Preferred)

 ITSM tool expertise (ServiceNow, BMC Remedy, Jira, etc.)

 Own and manage the end-to-end Problem Management lifecycle (identification, root cause analysis, resolution, and closure).

 Ensure effective Root Cause Analysis (RCA) is conducted for major and recurring incidents.

ITIL/ITSM Manager Requirements

• ITIL Certification: Must possess ITIL Foundation certification at minimum; ITIL Intermediate or Expert level certifications preferred
• Experience: 8-15 years of proven experience in IT service management, ITSM implementation, and ITIL process management
• Technical Knowledge: Strong understanding of ITSM tools, ticketing systems, and IT infrastructure with hands-on experience in enterprise solutions
• Leadership Skills: Demonstrated ability to lead, mentor, and manage diverse teams while driving organizational change and process improvements
• Analytical Abilities: Excellent analytical and problem-solving skills to assess complex situations and implement strategic solutions
• Communication: Outstanding written and verbal communication skills for stakeholder management and cross-functional collaboration
• Process Orientation: Strong focus on process documentation, standardization, and adherence to best practices and compliance requirements
• Project Management: Experience in managing large-scale ITSM transformation projects and change initiatives with proven track record of successful delivery