▷ Apply Now Director, Service Management And Experience Lead

Job Title Director Service Management and Experience Lead Location Hyderabad India Join dsm-firmenich as our Service Management Experience Lead and move IT support from reactive ticketing to experience led intelligence In this strategic D T role you ll embed ITSM governance enable automation powered process shifts stand up Swarming and XLAs to industrialize a modern user centric operating model Your key responsibilities Own the operating-model transition from process-centric ITSM to a unified experience-driven support model that integrates product platform teams automation and partner collaboration under a single value framework Governance Change Enablement - Establish and uphold ITSM governance standards across incident problem and change while evolving to Intelligent Detection Swarming Experience-driven Prevention and Smart CAB risk-based CI CD-aligned without compromising control and compliance Experience Leadership XLAs - Design experience journeys and XLA frameworks integrate VoE DEX telemetry translate insights into prioritized improvements with clear links to business outcomes and productivity Automation Enablement - Define and implement automation use cases event-to-workflow integrations guardrails and runbooks that enable new ways of working at scale Ensure automation is embedded in ITSM processes to drive efficiency speed and consistency across incidents problems and change management Partner with SIAM Providers - Serve as the bridge to SIAM and our managed service partners to align contracts OLAs XLAs playbooks and scorecards orchestrate smooth adoption across all teams Swarming Operational Excellence - Institutionalize swarming practices for major incidents and complex problems coach resolver groups drive continuous improvement through root-cause learning knowledge capture and prevention Performance Management Reporting - Build executive-ready dashboards and KPIs that unify reliability experience and automation impact ensure transparent status risks and benefits across platforms and services We offer Strategic Influence A pivotal role shaping how governance experience and automation come together to deliver service excellence across a multi-provider environment Innovation Transformation Be at the heart of our operating-model evolution embedding intelligent operations and modern practices like Swarming and XLAs Cross-Functional Collaboration Work closely with platform leads product owners and other functions across Digital Tech Global Enterprise Services and providers to land the model end-to-end Innovation Transformation Be part of a dynamic transformation journey contributing to the evolution of the Digital Tech operating model and the integration of intelligent service management practices Professional Growth Opportunities to lead strategic initiatives influence enterprise standards and contribute to the development of governance frameworks and performance metrics Global Impact Operate in a diverse international environment with exposure to enterprise-wide programs and the ability to influence employee experience and service delivery outcomes across regions and functions You bring Education Bachelor s degree in information technology Computer Science or a related field Mandatory ITIL 4 Managing Professional Strategist ServiceNow CSA ITSM Implementation Skills Transformation track record 10 years in ITSM operations incl 3-5 years leading support-model change automation AIOps integration experience management in multi-provider SIAM environments Methods mindsets ITIL 4 pragmatic SRE principles Agile Lean Provider orchestration success partnering with SIAM and suppliers to translate contracts into behaviors OLAs XLAs and day-to-day runbooks Influence communication clear executive storytelling ability to coach swarms and align senior stakeholders around measurable experience and reliability outcomes Strong understanding of ITSM processes and governance frameworks About dsm-firmenich At dsm-firmenich we don t just meet expectations - we go beyond them Join our global team powered by science creativity and a shared purpose to bring progress to life From elevating health to making fortified food and sustainable skincare the impact of your work here will be felt by millions - every single day Whether it s fragrance that helps you focus alternative meat that s better for the planet or reducing sugar without losing flavor this is where you help shape the future of nutrition health and beauty for everyone everywhere And while you re making a difference we ll make sure you re growing too With learning that never stops a culture that lifts you up and the freedom to move across businesses teams and borders Your voice matters here And your ideas They re essential to our future Because real progress only happens when we go beyond together Our application process Interested in this position Please apply on-line by uploading your resume in English via our career portal www dsm-firmenich com careers For further information please contact Panchsheel Maske Talent Acquisition Business Partner panchsheel maske dsm-firmenich com Inclusion belonging and equal opportunity statement At dsm-firmenich we believe being a force for good starts with the way we treat each other When people feel supported included and free to be themselves they do their best work - and that s exactly the kind of culture we re building A place where opportunity is truly equal authenticity is celebrated and everyone has the chance to grow contribute and feel they belong We re proud to be an equal opportunity employer and we re serious about making our hiring process as fair and inclusive as possible From inclusive language and diverse interview panels to thoughtful sourcing we re committed to reflecting the world we serve We welcome candidates from all backgrounds - no matter your gender ethnicity sexual orientation or anything else that makes you you And if you have a disability or need any support through the application process we re here to help - just let us know what you need and we ll do everything we can to make it work Agency statement We re managing this search directly at dsm-firmenich If you re applying as an individual we d love to hear from you We re not accepting agency submissions or proposals involving fees or commissions for this role