SrSubject Matter Exprt(Tools&Automation)

Technology, Data & Digital · IT Infrastructure & Security · IT Support · DevOps · Systems Engineering

In short

The ITSM Manager leads and governs IT Service Management processes, ensuring service delivery excellence and operational efficiency using ITIL best practices. This role drives continual service improvement, SLA compliance, and stakeholder satisfaction across various IT functions and vendor ecosystems, with a focus on process improvement and automation.

Responsibilities

Own and govern ITSM processes including Incident, Major Incident, Problem, Change, Service Request, Knowledge, Service Level, and Configuration Management (CMDB).
Ensure adherence to ITIL best practices and organizational policies.
Lead Continual Service Improvement (CSI) initiatives.
Drive achievement of SLA, KPI, and customer satisfaction targets.
Monitor service performance and operational metrics.
Act as the primary escalation point for service management issues.
Build strong relationships with business leaders and key stakeholders.
Participate in CAB (Change Advisory Board) meetings.
Identify opportunities to automate service workflows.
Enhance ITSM platform utilization (ServiceNow, BMC Remedy, Jira Service Management, etc.).
Lead and mentor ITSM analysts, process owners, and service managers.
Manage third-party service providers and support partners.
Ensure compliance with audit requirements, regulatory standards, and internal controls.

Requirements

8–15 years of IT Operations and Service Management experience.
Minimum 3–5 years leading ITSM teams and processes.
Experience managing enterprise-scale IT environments.
Strong understanding of IT Infrastructure, Cloud, Network, End User Computing, and Service Desk operations.
ITIL V4 Foundation (Mandatory)
Proficiency in ITIL Framework, Incident & Problem Management, Change Management, Service Governance, SLA Management.

Desired Qualifications

ITIL Managing Professional (Preferred)
PMP / PRINCE2 (Preferred)
Lean Six Sigma Green Belt (Preferred)
ServiceNow Certifications (Preferred)

Benefits

Supercharge your potential, find your career, and find your spark at HCLTech.
HCLTech is a global technology company with over 230,000 people across 60 countries.
Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion.

Skills

ITIL FrameworkIncident ManagementProblem ManagementChange ManagementService Request ManagementKnowledge ManagementService Level ManagementConfiguration ManagementCMDBContinual Service ImprovementServiceNowBMC RemedyJira Service ManagementPMPPRINCE2Lean Six Sigma

#ITSM#Service Management#ITIL#Incident Management#Problem Management#Change Management#Service Delivery#Automation#Hyderabad

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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