Senior Service Management Transformation Specialist

Overview

Support and deliver Service Management transformation initiatives across client environments, improving how Incident, Major Incident, Problem, Change and related practices operate, combining Service Management knowledge with practical exposure to automation, AI, analytics, observability and modern engineering practices.

What you'll do

• Assess existing Incident, Major Incident, Problem, Change and related operational practices.
• Identify process friction, unnecessary governance, repetitive work and opportunities for simplification.
• Own defined improvement initiatives from assessment through implementation and benefit tracking.
• Help shift Service Management measures from activity and volume toward stability, prevention, efficiency and business outcomes.
• Analyse incidents, recurring failures, work notes, monitoring events, changes and other operational data to identify problem candidates.
• Drive proactive Problem Management and recurring-incident prevention within assigned scope.
• Work with resolver and engineering teams to convert analysis into corrective and preventive actions.
• Measure avoided recurrence, reduced operational effort and improved service stability.
• Identify change activities suitable for standardisation, automation and simplified risk-based governance.
• Support integration between Change Management and CI/CD or engineering workflows.
• Help reduce unnecessary manual governance while maintaining appropriate risk, audit and compliance controls.
• Contribute to models where high-risk changes receive focused review and lower-risk changes follow proportionate controls.
• Use approved tools such as Microsoft Copilot, Claude, ServiceNow, Power BI and workflow or automation platforms where available.
• Identify repetitive Service Management activities suitable for automation.
• Build or support practical analytics, dashboards, workflows and AI-enabled use cases.
• Apply human oversight and appropriate guardrails when using AI or automation in operational processes.
• Work with Cloud, Infrastructure, Application, Platform and Engineering teams.
• Develop a practical understanding of monitoring, events, logs, metrics and traces.
• Connect technical operational information with Service Management records and processes.
• Identify existing engineering tools, scripts or automation that can be reused for Service Management improvement.
• Maintain an improvement backlog with defined owners, outcomes and progress.
• Document opportunities, implementation decisions, benefits and lessons learned.
• Share reusable methods and solutions across client accounts.
• Coach practitioners in adopting improved ways of working within assigned initiatives.

What you'll need

• Approximately 5-8 years of relevant IT Operations or Service Management experience.
• Practical experience in at least two areas such as Incident/Major Incident, Problem, Change, Configuration or Continual Improvement.
• Evidence of improving a process or service, not only operating an established process.
• Strong analytical, facilitation and problem-solving capability.
• Ability to work independently with technical resolver groups and multiple stakeholders.
• Curiosity, adaptability and willingness to learn unfamiliar tools or technologies.

Nice to have

• Exposure to ServiceNow, Jira or comparable ITSM platforms.
• Exposure to Cloud, DevOps, CI/CD, monitoring or observability concepts.
• Experience with Power BI, Microsoft Copilot, Claude, Power Automate or equivalent technologies.
• Working understanding of ITIL practices and their practical application.
• SRE concepts and reliability practices.
• ServiceNow workflow or automation exposure.
• Cloud platform knowledge.
• Basic scripting, API or workflow-development experience.

Details

• Location: Bangalore, KA, India.