🔹 Role Overview

This position will be responsible for leading and governing IT Service Management operations, ensuring compliance, audit readiness, and continuous improvement across infrastructure, cloud, and application services.

🔹 Key Responsibilities

✔️ Lead ITSM operations across infrastructure, cloud, applications & support

✔️ Govern Incident, Problem, Change, Request & Major Incident processes

✔️ Ensure compliance with IT governance frameworks and policies

✔️ Support ISO 20000, ISO 27001 & ISO 22301 initiatives

✔️ Manage IT audits, remediation tracking & closure

✔️ Monitor SLA/KPI performance & vendor governance

✔️ Drive service improvement and operational excellence

✔️ Participate in CAB meetings and governance forums

🔹 What We’re Looking For

🔸 6–10 years of experience in IT Operations / ITSM / Service Delivery / Governance

🔸 Strong knowledge of ITIL framework and ITSM best practices

🔸 Hands-on experience with tools like ServiceNow, BMC Remedy, or Jira Service Management

🔸 Experience with ISO standards, audit management & compliance

🔸 Excellent stakeholder management, analytical & communication skills

🔹 Preferred Certifications

🎓 ITIL (Foundation / Intermediate / ITIL 4)

🎓 ISO / Governance / Service Management certifications