DTX Process Manager - ITSM Module (7-19 yrs)

We are seeking a DTX Process Manager to drive the implementation, execution, monitoring, and optimization of IT Service Management (ITSM) processes within a Digital Transformation (DTX) environment. This role focuses on process automation, service efficiency, and ITSM best practices to ensure smooth service delivery across the organization.

Key Responsibilities :

IT Service Management & Process Optimization :

- Define, implement, and improve ITSM processes to ensure smooth DTX service operations.

- Support process automation where feasible, with a focus on Standard Service Requests.

- Ensure seamless integration of ITSM processes across different service areas.

Service Monitoring & Reporting :

- Measure and monitor OLA, SLA, and KPI performance, identifying and resolving issues proactively.

- Execute, track, and report on contractual commitments with vendors & service providers.

- Collaborate with IT Procurement & Service Owners to review contracts & SOWs regularly.

Incident & Problem Management :

- Lead the resolution of major incidents and ensure minimal business impact.

- Support fast and efficient execution of Service Requests & ITSM operations.

- Maintain updated process documentation, SOPs, and knowledge base articles.

Stakeholder Engagement & Process Improvement :

- Collaborate with Service Owners, Architecture Teams, and Solution Leads to drive best practices.

- Act as a Service Process Expert, advocating DTX service value across teams.

- Support continuous improvements in ServiceNow & other ITSM tools.

Required Qualifications & Experience :

- Education: Bachelor's/Master's degree in IT, Computer Science, or related field.

Experience :

- 5+ years of experience in IT Service Management (ITSM), Service Operations, or Process Optimization.

- Strong background in ITIL, ITSM frameworks, and Digital Transformation initiatives.

Technical Skills :

- Expertise in ITSM tools like ServiceNow, BMC Remedy, or equivalent.

- Strong understanding of SLA, OLA, KPI management & service delivery processes.

- Experience with process automation & IT procurement is a plus.

- Experience with Global Operations, Knowledge management, SIAM, CMDB Management (Configuration Management)

Soft Skills :

- Strong communication & stakeholder management skills.

- Ability to work in cross-functional, global teams.

- Excellent problem-solving & process improvement mindset.