IT Service Management Representative

IT Service Management Representative

Manage delivery for IT production systems and services. Support the infrastructure service management lifecycle, ensuring client satisfaction and management of risk to services. Provide operational support, ensuring production systems and devices are online and available.

Must have skills: Incident Management

Good to have skills: Problem Management Minimum 7.5 year(s) of experience is required Educational Qualification: 15 years full time education

Summary

We are seeking an accomplished Service Management & Reporting professional to lead ITIL-driven processes and deliver advanced analytics and reporting solutions. This role is accountable for Major Incident Management, Change Advisory Board (CAB) governance, and service reporting using ServiceNow and Microsoft Power Platform (Power BI, Power Automate, Power Apps). The ideal candidate will be a strong communicator and problem solver with the ability to drive operational excellence, audits, analytics, and continuous service improvement across global teams.

Roles & Responsibilities

• Oversee Incident, Problem, Change, and Configuration Management processes.

• Lead Major Incidents (Sev-1), managing escalations and stakeholder communications.

• Chair and govern the Change Advisory Board (CAB) ensuring compliance and risk mitigation.

• Design and deliver ServiceNow dashboards and advanced Power BI reports (leveraging DAX, complex measures, and multi-source data).

• Produce Service Performance Reports, RCA/MIRs, and audit-ready documentation.

• Translate business requirements into scalable automated workflows and analytics using Power BI, Power Automate, and Power Apps.

• Monitor SLAs, analyze incident trends, and drive root cause and preventive actions.

• Partner with stakeholders to support governance forums, audits, and executive-level reporting.

• Mentor and guide offshore teams, acting as SME/backup across critical service domains.

Professional & Technical Skills Must Have:

• ITIL v4 certification (Foundation/Intermediate).

• Proven expertise in Major Incident Management and CAB governance.

• Hands-on experience with ServiceNow dashboards & reporting.

• Proficiency in Power BI (DAX queries, calculated measures, multi-source modeling).

• Working knowledge of Power Automate and Power Apps.

• Strong communication, stakeholder management, and problem-solving skills.

Good To Have:

• Experience in audits, compliance, and governance reporting.

• Knowledge of data quality, cleansing, and transformation practices.

• Familiarity with analytics frameworks and executive reporting standards.

• Experience managing offshore/global delivery teams (for Manager role).

Additional Information

• Experience: o Lead: 10–13 years overall, with 6+ years in Service Management & Reporting. o Manager: 13–15 years overall, with 8+ years in leadership/service governance.

• Education: 15 years of full-time education required.

• Certifications: ITIL v4 (mandatory). Additional certifications in audit, analytics, or governance frameworks (e.g., Six Sigma, COBIT, ISO) are an advantage.

• Location: Bangalore / Gurgaon.