About Company:

Our client is a global investment organization focused on identifying and managing strategic opportunities across diverse markets. With a strong emphasis on long-term value creation, the company specializes in driving growth through structured investments, financial expertise, and collaborative partnerships across multiple sectors.

An Ideal Candidate:

An ideal candidate should possess strong expertise in ITSM governance and ITIL-based processes, with hands-on experience in managing and optimizing ITSM tools. They should be detail-oriented, capable of driving process improvements, ensuring data accuracy, and enhancing service performance through effective SLA management. The candidate should also demonstrate strong stakeholder collaboration skills and the ability to support compliance, audits, and continuous service maturity in a dynamic environment.

Key Competencies:

 ITSM Process Ownership & Governance: Own and govern ITIL-based ITSM processes including Incident, Request, Problem, Change, Asset, Access, Knowledge, and Service Catalog Management. • Process Design & Continuous Improvement: Design, document, standardize, and continuously improve ITSM processes, workflows, and procedures aligned with business requirements and best practices. • ITSM Tool Administration & Optimization: Administer and optimize the ITSM platform (e.g., Freshservice), including configuration, workflows, forms, automation, approvals, integrations, and role-based access. • Service Catalog & Request Design: Design, maintain, and govern the IT Service Catalog, ensuring service items are clearly defined, standardized, measurable, and aligned with business needs. • SLA Framework & Performance Management: Define and govern SLA frameworks, ensure accurate measurement, reporting, and continuous improvement of service performance. • Data Quality, Reporting & Insights: Ensure accuracy and integrity of ITSM data, develop dashboards, reports, and trend analysis to support operational reviews and management decision-making. • Incident, Change, Problem & Risk Enablement: Support and govern Incident, Change and Problem Management processes by ensuring compliance, root cause analysis, risk assessment, and post-implementation reviews. • Asset, Access & Lifecycle Governance: Ensure IT asset and access lifecycle processes are effectively supported through ITSM tools, including onboarding, offboarding, audits, and compliance reporting. • Stakeholder Collaboration: Work closely with Service Desk, Technology Operations teams, HR, Finance, and Business Units to ensure ITSM processes are practical, adopted, and value driven. • Audit, Compliance & Documentation: Maintain process documentation and evidence to support internal audits, ISO/ITSM compliance, and governance reviews. • Service Maturity & Adoption: Drive ITSM maturity through training, awareness sessions, process adoption monitoring, and continuous engagement with operational teams.