Associate Director, IT Service Management
- Vitech Systems Asia
- 10 - 19 years
- Hyderabad
- 9 days ago
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Job Description
Department: Information Technology
Employment Type: Full Time
Location: India
Description
V3locity, Vitechs cloud-native administration, engagement, and analytics platform, is a transformative suite of complementary applications that offers full life cycle business functionality and robust enterprise capabilities. It marries core administration with superior digital experience and augmented analytics. Its modular design enables flexible, agile deployment strategies. V3locity employs an advanced, cloud-native architecture that leverages the unique capabilities of AWS to deliver a solution with unparalleled security, scalability, and resiliency.Senior Manager IT Service Management (ITSM)
Location: Hyderabad - Hybrid
Location: Hyderabad - Hybrid
We are seeking a dynamic and experienced IT Service Management (ITSM) leader to lead and enhance our global IT and Cloud operations. The ideal candidate will oversee core ITSM functions, including Service Desk, Incident Management, Problem Management, Change Management, and Service Request Fulfillment in a 24/7, fast-paced software product environment.
This leader will play a strategic role in driving continuous improvement, implementing best practices in ITSM, and maturing overall service delivery practices.
What you will do:
ITSM:
- Define and drive the ITSM strategy aligned with organizational goals and customer satisfaction.
- Lead and develop the ITSM function, including Service Desk, Incident, Problem, and Change Management teams based out of our Hyderabad Office.
- Drive adoption and maturity of ITIL practices across the IT organization.
Service Desk Operations:
- Oversee global service desk operations, ensuring high-quality and timely technical support.
- Establish and monitor SLAs, KPIs, and customer satisfaction metrics.
- Ensure timely delivery of customer monthly SLA reporting, leveraging tools like New Relic.
- Manage on-call rotation for all Service Teams using tools like PagerDuty.
Incident & Problem Management:
- Lead major incident response and communication processes, ensuring minimal impact and quick resolution.
- Drive root cause analysis, problem identification, and long-term resolution strategies.
- Maintain high availability and performance of business-critical services.
Change & Release Management:
- Establish and govern change control procedures ensuring safe, secure, and timely releases.
- Collaborate with DevOps and engineering teams to align change processes with agile product development/deployment/releases.
ITSM Tools & Reporting:
- Own and optimize the ITSM platform (e.g., ServiceNow, Jira Service Management).
- Own and deliver our monthly client SLA reporting cadence to customers
- Deliver regular operational reports, dashboards, and executive summaries leveraging Jira Service Management.
- Identify and implement continuous improvement opportunities based on data insights.
Governance & Compliance:
- Ensure compliance with internal policies, external regulations (e.g., ISO, SOC2), and audit requirements.
- Maintain clear documentation and process alignment with industry standards (ITIL v4, COBIT).
Team Development & Leadership:
- Lead, mentor, and develop a high-performing team of ITSM professionals.
- Foster a culture of accountability, collaboration, and service excellence.
- Manage vendor relationships and third-party service providers as needed.
What We're Looking For:
- 1215+ years of ITSM experience, with 5+ years in a Service Management role.
- Proven experience managing global service desk operations and ITIL processes in a product or SaaS environment.
- ITIL v4 certification; certifications in Agile/Scrum, COBIT, or PMP are a plus.
- High-level Technical knowledge / certification in AWS Cloud or other clouds.
- Hands-on experience with ITSM tools like ServiceNow, Jira Service Management, or similar.
- Working experience with tools in the Monitoring and Service Management space like New Relic, PagerDuty, Honeycomb, Splunk, etc..
- Proven experience managing the incident lifecycle, problem, and change processes.
- Excellent communication, stakeholder management, and crisis management skills.
- Experience working with global teams across time zones.
- Prior experience in a software product or SaaS company is highly desirable.
- Strong business acumen and ability to align IT services with organizational goals.
- Able to work in shifts and lead the team technically to manage the tasks/issues that arise in the shift.
Join Us at Vitech!
At Vitech, youll be part of a forward-thinking team that values collaboration, innovation, and continuous improvement. We provide a supportive and inclusive environment where you can grow as a leader while helping shape the future of our organization.
Job Classification
Industry: Software ProductFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: Head - Tech SupportEmployement Type: Full timeContact Details:
Company: Vitech Systems AsiaLocation(s): Hyderabad+ View Contact
Keyskills: software information technology service management new relic administration pagerduty business acumen monitoring root cause analysis technical support servicenow operations itsm stakeholder management management splunk crisis management communication skills jira
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Vitech Systems Asia Private Limited is a wholly owned subsidiary of Vitech Systems Group Inc, started as an Offshore Software Development Center in Hyderabad in the year 2003. The India office has a dedicated pool of software professionals who form a virtual extension of the team in the U.S. We deve...
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