IT Service Management Process Manager

Custom Software Engineer

Project Role : Custom Software Engineer
Project Role Description : Develop custom software solutions to design, code, and enhance components across systems or applications. Use modern frameworks and agile practices to deliver scalable, high-performing solutions tailored to specific business needs.
Must have skills : Project Management Office (PMO) Mobilization & Run
Good to have skills : NA
Minimum 12 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
As an IT Process Manager within the IT Service Management
department, you are responsible for the design, implemen
tation, optimization, and governance of ITSM processes
across the organization. Acting as a central interface be
tween IT operations, infrastructure, product teams, and busi
ness stakeholders, you ensure that IT services are delivered
efficiently, securely, compliantly, and in line with business
requirements.
You play a key role in establishing standardized, auditable,
and scalable ITSM processes based on the ITIL framework,
ensuring alignment with ISO 27001 and KRITIS requirements,
and supporting the ongoing transformation of the ITSM tool
landscape.

Roles & Responsibilities:
IT Service Management & Process Ownership
- Own, define, and continuously improve ITSM processes in accordance with the ITIL framework, with a strong focus on Incident, Problem, and Change Management
- Act as Process Owner for core ITSM processes, ensuring clear process definitions, roles, responsibilities, and KPIs
- Ensure consistent process execution and quality across all IT service teams and regions ITSM Tools & Platform Management
- Design and maintain ITSM processes within:
- Atlassian Jira Service Management (JSM)
- Atlassian Jira
- Atlassian Confluence
- Support and actively contribute to the migration from Topdesk (legacy solution) to Jira Service Management, including:
- Process mapping and redesign
- Tool configuration support from a process perspective
- User enablement and documentation
- Ensure process documentation and knowledge articles are consistently maintained in Confluence Service Lifecycle Management
- Govern the full service lifecycle, from service design and transition to operation and continual service improvement
- Maintain and evolve the IT Service Catalogue and Service Descriptions, ensuring transparency and alignment with business needs
- Define service acceptance criteria, handover standards, and operational readiness requirements Governance, Compliance & Security
- Define ITSM processes in compliance with ISO 27001, KRITIS, and internal security policies
- Ensure audit-ready process documentation, evidence, and reporting
- Support internal and external audits, including preparation, execution, follow-up, and remediation tracking
- Collaborate closely with Information Security, Risk, and Compliance teams Coordination & Stakeholder Management
- Coordinate all ITSM-related activities across IT Infrastructure, IT Products, IT Services, and business units
- Act as an internal consultant for ITSM best practices, governance, and service quality
- Facilitate workshops, process reviews, and continuous improvement initiatives with stakeholders Reporting & Continuous Improvement
- Define and monitor ITSM KPIs, SLAs, and OLAs
- Analyze operational data to identify process weaknesses and improvement opportunities
- Drive Continual Service Improvement (CSI) initiatives based on data, audits, and stakeholder feedback

Professional & Technical Skills:
Professional Qualifications
- Academic degree in Business Informatics, IT Management, Computer Science, or comparable qualification
- 3–5+ years of hands-on experience in IT Service Management or IT process management
- Strong practical experience with ITIL-based processes
- ITIL certification (ITIL Expert / ITIL 4 Managing Professional or equivalent preferred) Technical & Methodological Skills
- Strong understanding of ITSM tools, ideally:
- Jira Service Management
- Jira
- Confluence
- Experience with ITSM tool migrations or transformations
- Knowledge of ISO 27001, audit requirements, and regulated IT environments (e.g. KRITIS)
- Ability to translate business requirements into scalable IT processes
- Experience with KPI definition, reporting, and service quality management General & Personal Skills
- Strong analytical and conceptual thinking
- High service and customer orientation
- Excellent communication and moderation skills across technical and non-technical audiences
- Ability to work independently as well as in crossfunctional, international teams
- High level of resilience, adaptability, and problemsolving capability
- Strong organizational skills and attention to detail
- Cost awareness and understanding of service efficiency
- Fluent English (written and verbal) German is an advantage

Additional Information:
- The candidate should have minimum 12 years of experience in Project Management Office (PMO) Mobilization & Run.
- This position is based at our Chennai office.
- A 15 years full time education is required.