Manager | ITSM | Bengaluru Eco space | Technology Strategy & Transformation

Role Title

SIAM Governance Lead / Service Delivery Excellence Lead / ITSM Process Implementation

Location

Bangalore

Work Mode

Work from Office (5 Days a Week)

Experience Required

10+ Years relevant experience in Vendor Management, SIAM, ITSM Governance, Major Incident Management, Service Delivery Governance, or Managed Services Operations.

Role Overview

We are seeking a highly driven and governance-focused SIAM professional to establish and mature enterprise-scale IT Service Integration and Management (SIAM) operations across complex multi-vendor environments. The role will be responsible for driving Service Delivery Excellence, improving operational governance, enhancing customer experience, reducing Major Incidents, and enabling proactive IT operations through process optimization, governance frameworks, and AIOps-led operational transformation.

The ideal candidate should possess strong 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/Infrastructure landscapes.

This role requires hands-on engagement with cross-functional teams, MSPs, infrastructure partners, application support teams, and business stakeholders to establish a mature governance operating model aligned to industry best practices.

Key Responsibilities

SIAM Governance & Service Integration

Establish and operationalize SIAM governance frameworks across multi-vendor IT ecosystems.

Drive Service Delivery Excellence initiatives across Incident, Problem, Change, Major Incident, and Service Improvement processes.

Define and implement governance operating models for large-scale managed services engagements.

Create governance structures for Daily, Weekly, Monthly, and Quarterly operational reviews.

Ensure accountability across multiple support vendors and assignment groups.

Develop governance dashboards, operational KPIs, and service quality scorecards.

Conduct Delivery & Objectives (DNO) reviews and operational governance assessments.

Major Incident & Operational Excellence

Lead governance around Incident Management (IM), Problem Management (PM), Change Management (CHG), and Major Incident Management (MIM).

Review effectiveness of current MIM processes and identify operational gaps.

Drive reduction of recurring P1/P2 incidents through structured Problem Management and RCA governance.

Ensure high-quality Post Incident Reviews (PIRs) and Root Cause Analysis (RCA) documentation.

Improve incident triaging, escalation effectiveness, communication quality, and stakeholder management.

Implement quality checks for incident lifecycle management and operational adherence.

Reduce operational backlog through governance-driven action plans and vendor accountability.

Vendor Governance & Service Accountability

Establish vendor accountability models and governance mechanisms across MSP and support partners.

Define measurable operational KPIs, SLAs, OLAs, and service quality benchmarks.

Conduct operational governance reviews with vendors and internal stakeholders.

Drive continuous service improvement programs (SIP) aligned to business outcomes.

Identify operational inefficiencies and governance gaps across support delivery teams.

ITSM Process Excellence

Review existing ITSM operating models and recommend governance improvements aligned to industry best practices.

Improve customer experience across IT operations and service management functions.

Drive standardization of communication templates, escalation frameworks, ROTA governance, and operational workflows.

Establish operational maturity roadmaps and phased governance transformation strategies.

Support implementation of governance controls for complex ERP/MIS application landscapes.

AIOps & Operational Transformation

Support introduction and adoption of AIOps capabilities across IT operations.

Collaborate with platform teams to improve automated triaging, event correlation, RCA insights, and operational intelligence.

Drive operational automation opportunities across ServiceNow, infrastructure monitoring, and incident management workflows.

Enable proactive operational monitoring and predictive governance practices.

Should be able to drive Transformation Approach

The role is expected to drive governance maturity through phased operational transformation

Governance stabilization

Process assessment and gap analysis

Daily operational governance cadence

Incident quality reviews

Immediate pain-point remediation

Vendor accountability alignment

Service Delivery Excellence framework implementation

KPI-driven governance

RCA/PIR maturity improvements

Enhanced customer experience initiatives

Backlog reduction programs

Operational automation opportunities

Fully integrated SIAM governance model

Predictive operational governance

AIOps-driven operational intelligence

Reduced Major Incident trends

Mature vendor accountability framework

Continuous Service Improvement culture

Required Skills & Competencies

Mandatory Skills

Strong experience in SIAM / ITSM Governance / Service Delivery Governance.

Hands-on experience in Incident, Problem, Change, and Major Incident Management.

Strong understanding of ITIL processes and governance frameworks.

Experience handling complex ERP/MIS/Infrastructure support environments.

Expertise in operational governance, RCA management, and service improvement programs.

Experience managing MSP/vendor governance models.

Strong stakeholder management and executive communication skills.

Experience in governance reporting, KPI management, and operational reviews.

Preferred Skills

Exposure to AIOps and operational automation platforms.

Experience with ServiceNow ITSM modules.

Understanding of enterprise infrastructure and application support models.

Exposure to ERP ecosystems such as SAP or similar enterprise platforms.

Knowledge of operational resilience and se