ITIL Process Manager/Director

Job Title: ITIL Process Manager / Director Location: Noida (Work from Office) Experience: 14+ Years Shift: US Shift Role Overview The

ITIL Process Manager / Director

is responsible for designing, implementing, managing, and continuously improving IT Service Management (ITSM) processes aligned with the

ITIL framework . The role ensures that IT services are delivered efficiently, consistently, and in line with business requirements. This role oversees key ITIL processes such as

Incident Management, Problem Management, Change Management, Service Request Management, and Service Level Management , ensuring operational excellence and service quality. Key Responsibilities: ITIL Process Governance Define, implement, and maintain

ITIL-based ITSM processes

across the organization. Establish governance models and standards for IT service management. Ensure adherence to

ITIL best practices and compliance requirements . Process Improvement Continuously review and optimize ITIL processes to improve efficiency and service delivery. Lead

process maturity assessments and improvement initiatives . Identify automation opportunities within ITSM processes. Incident & Problem Management Oversee

major incident management processes

and ensure timely resolution. Drive

root cause analysis and problem management

to reduce recurring incidents. Change & Release Management Manage

Change Advisory Board (CAB)

activities. Ensure effective change planning, risk assessment, and communication. Improve success rate of changes and minimize service disruptions. Service Level Management Define and monitor

SLAs, OLAs, and KPIs

for IT services. Work with business stakeholders to align service expectations. ITSM Tools Management Oversee configuration and optimization of

ITSM tools

such as: ServiceNow BMC Remedy Jira Service Management Ivanti Cherwell Reporting & Metrics Develop dashboards and reports for: Incident trends SLA compliance Change success rate Service performance Leadership & Stakeholder Management Lead cross-functional teams responsible for IT service delivery. Act as the

central point of governance for ITIL processes . Collaborate with infrastructure, application, and business teams. Required Skills: Technical Skills Strong knowledge of

ITIL V3 / ITIL 4 framework Experience managing

ITSM platforms Understanding of

IT operations, infrastructure, and service delivery Process Skills Incident Management Problem Management Change Management Service Request Management Knowledge Management Service Level Management Leadership Skills Process governance Stakeholder management Continuous improvement mindset Strategic planning Qualifications Bachelor’s degree in

information technology, Computer Science, or related field ITIL Foundation certification (mandatory) ITIL Intermediate / ITIL Managing Professional / ITIL Expert preferred 14+ years of experience in IT Service Management

(Director level) Experience leading

global ITSM teams Preferred Certifications ITIL 4 Managing Professional PMP or PRINCE2 Six Sigma / Lean certification ServiceNow certification Key Performance Indicators (KPIs) SLA compliance rate Incident resolution time Change success rate Reduction in recurring incidents Service availability

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