Job Description & Scope
Job description Department: Information Technology Employment Type: Full Time Location: India Description V3locity, Vitech’s cloud-native administration, engagement, and analytics platform, is a transformative suite of complementary applications that offers full life cycle business functionality and robust enterprise capabilities. It marries core administration with superior digital experience and augmented analytics. Its modular design enables flexible, agile deployment strategies. V3locity employs an advanced, cloud-native architecture that leverages the unique capabilities of AWS to deliver a solution with unparalleled security, scalability, and resiliency. Senior Manager– IT Service Management (ITSM) Location: Hyderabad - Hybrid We are seeking a dynamic and experienced IT Service Management (ITSM) leader to lead and enhance our global IT and Cloud operations. The ideal candidate will oversee core ITSM functions, including Service Desk, Incident Management, Problem Management, Change Management, and Service Request Fulfillment in a 24/7, fast-paced software product environment. This leader will play a strategic role in driving continuous improvement, implementing best practices in ITSM, and maturing overall service delivery practices. What you will do: ITSM: Define and drive the ITSM strategy aligned with organizational goals and customer satisfaction. Lead and develop the ITSM function, including Service Desk, Incident, Problem, and Change Management teams based out of our Hyderabad Office. Drive adoption and maturity of ITIL practices across the IT organization. Service Desk Operations: Oversee global service desk operations, ensuring high-quality and timely technical support. Establish and monitor SLAs, KPIs, and customer satisfaction metrics. Ensure timely delivery of customer monthly SLA reporting, leveraging tools like New Relic. Manage on-call rotation for all Service Teams using tools like PagerDuty. Incident & Problem Management: Lead major incident response and communication processes, ensuring minimal impact and quick resolution. Drive root cause analysis, problem identification, and long-term resolution strategies. Maintain high availability and performance of business-critical services. Change & Release Management: Establish and govern change control procedures ensuring safe, secure, and timely releases. Collaborate with DevOps and engineering teams to align change processes with agile product development/deployment/releases. ITSM Tools & Reporting: Own and optimize the ITSM platform (e.g., ServiceNow, Jira Service Management). Own and deliver our monthly client SLA reporting cadence to customers Deliver regular operational reports, dashboards, and executive summaries leveraging Jira Service Management. Identify and implement continuous improvement opportunities based on data insights. Governance & Compliance: Ensure compliance with internal policies, external regulations (e.g., ISO, SOC2), and audit requirements. Maintain clear documentation and process alignment with industry standards (ITIL v4, COBIT). Team Development & Leadership: Lead, mentor, and develop a high-performing team of ITSM professionals. Foster a culture of accountability, collaboration, and service excellence. Manage vendor relationships and third-party service providers as needed. What We're Looking For: 12–15+ years of ITSM experience, with 5+ years in a Service Management role. Proven experience managing global service desk operations and ITIL processes in a product or SaaS environment. ITIL v4 certification; certifications in Agile/Scrum, COBIT, or PMP are a plus. High-level Technical knowledge / certification in AWS Cloud or other clouds. Hands-on experience with ITSM tools like ServiceNow, Jira Service Management, or similar. Working experience with tools in the Monitoring and Service Management space like New Relic, PagerDuty, Honeycomb, Splunk, etc.. Proven experience managing the incident lifecycle, problem, and change processes. Excellent communication, stakeholder management, and crisis management skills. Expe
