ITIL Service Manager

As an ITIL Service Manager at Gradiant India Private Limited in Chennai, India, you will play a crucial role in managing service workflows for Infrastructure, Security, and Application topics. Your responsibilities will include overseeing critical incident response, ITSM processes such as Incident, Problem, Change, Config, and Release Management, and conducting regular touchpoint calls with technicians to identify patterns. You will be responsible for ensuring that technicians document solutions in the ITSM tool, reviewing ITSM related contracts, services, and SLAs, and ensuring that all changes go through the CAB meetings with a well-documented approach to changes, including the process of rollback. Your role will also involve creating and utilizing analytics and insights through ITSM data to drive continuous improvement across all functions and regions, educating and advocating for ITSM practices, and training users. In addition, you will participate in audits and compliance activities when required and act as a liaison between different teams such as Infrastructure, Security, and Applications. Your creative and strategic thinking abilities, along with the agility to balance daily hands-on analysis and big-picture strategy, will be essential for success in this role. You should be a self-starter who sets aggressive goals, is driven to succeed personally and professionally, and is deeply committed to quality and integrity. As a successful candidate, you should have a minimum of 10 years of experience with at least 5 years in ITSM. A graduate degree is required, and ITIL v3 certification is preferred. Technical skills in ITIL and any corporate ITSM tool (e.g., ZOHO Manage engine SDP) are necessary for this role. You should be willing to travel up to 20% of the time and be fully available to manage critical issues affecting business due to IT downtimes. If you are passionate about water projects, possess excellent organizational and communication skills, and have a strong background in ITSM, we encourage you to apply for this exciting opportunity at Gradiant India Private Limited.,