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leadership itil incident management servicenow itsm📋 Description
- Lead and mentor the IT Service team in India, ensuring service quality.
- Drive operational excellence with metrics, SLAs, and reporting.
- Manage hiring, onboarding, and scaling teams to meet business needs.
- Oversee incident management and service request fulfillment.
- Monitor shift coverage across time zones and ensure smooth handovers.
🎯 Requirements
- 10+ years in IT service management or similar managerial role with people mgmt.
- Experience leading geographically distributed teams and driving performance.
- Strong IT infrastructure and support expertise: hardware, OS, networking, cloud/SaaS.
- ITIL principles knowledge; experience with ServiceNow; ITIL cert a plus.
- Excellent analytical and reporting skills; define and improve KPIs and SLAs.
- Exceptional communication and stakeholder management; fluent in English.
🎁 Benefits
- Pioneer Innovation: work with leading process mining tech.
- Accelerate Growth: clear career paths, mobility, mentorship.
- Comprehensive benefits: PTO, hybrid work, RSUs, parental leave.
- Prioritize well-being: gym subsidies, counseling, well-being programs.
- Connect and belong: inclusion and belonging programs.
- Make meaningful impact: values-driven work.
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