ITSM Process Lead

2 days ago

Pune, Maharashtra, India Michelin Full time ₹ 9,00,000 - ₹ 12,00,000 per year
  • Lead the design, implementation, and governance of ITIL processes across the IT organization.
  • Act as the process owner for one or more ITIL processes (e.g., Incident, Change, Problem, Service Request).
  • Monitor process performance and ensure compliance with defined KPIs and SLAs.
  • Collaborate with cross-functional teams to ensure seamless integration of ITIL processes.
  • Conduct regular process audits and maturity assessments to identify areas for improvement.
  • Provide training and guidance to IT staff on ITIL best practices and process adherence.
  • Drive continual service improvement (CSI) initiatives based on data-driven insights.
  • Prepare and present reports to senior management on process performance and improvement plans.
  • Ensure alignment of ITIL processes with business goals and regulatory requirements.
  • Handling escalations

Important Requirements

  • Good Understanding of Incident, Problem, Change and Service Request Management
  • Lean & Agile Culture
  • ITIL v3 or ITIL 4 Foundation certification (Intermediate or Expert level preferred).
  • 3 days mandatory- Work from Office
  • 8+ years of experience in IT Service Management with a focus on ITIL process implementation and governance.
  • Experience in managing ITIL process automation and tool integrations

Skills

  • Experience in process management or a related role, with knowledge of service management principles, processes and best practices.
  • Good communication and interpersonal/ intercultural skills, with the ability to build rapport and maintain positive relationships with teams and internal stakeholders.
  • Strong abilities in lean management, with a customer-centric approach to resolving service-related challenges.
  • Abilities with service management frameworks such as ITIL
  • Good knowledge of Michelin IS is a real plus

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