Service Management Transformation Lead

Overview

Lead the modernization and transformation of Service Management capabilities across client environments by challenging traditional operating models, identifying optimization opportunities, and implementing AI, automation, observability, and modern engineering practices. The role acts as an internal consultant, transformation leader and change agent.

What you'll do

• Assess current practices across Incident, Major Incident, Problem, Change, Asset, Configuration and related Service Management capabilities.
• Challenge legacy processes and identify opportunities to simplify, automate and modernize.
• Develop and execute transformation roadmaps focused on efficiency, service quality and business outcomes.
• Lead continuous improvement initiatives across multiple client environments.
• Move Service Management beyond operational reporting toward measurable value creation.
• Identify opportunities to leverage AI, workflow automation, scripting and low-code/no-code technologies.
• Partner with engineering teams to automate repetitive operational activities.
• Evaluate practical use cases using technologies such as Microsoft Copilot, Claude, ServiceNow workflows, Power Automate, RPA and other emerging technologies.
• Drive adoption of AI-assisted analytics and decision-support capabilities.
• Ensure appropriate human oversight and operational guardrails.
• Transform traditional CAB-centric operating models.
• Introduce risk-based and automation-driven change governance.
• Identify opportunities for automated change creation, auto-approval, standard changes and risk-based approval routing.
• Align Service Management with CI/CD and modern deployment practices.
• Reduce operational friction while maintaining appropriate governance and controls.
• Develop proactive Problem Management capabilities focused on prevention and service stability.
• Move beyond traditional RCA and problem-volume reporting.
• Correlate information from incidents, events, observability platforms, monitoring, changes and other operational data.
• Apply analytics and AI to identify patterns and potential problem candidates.
• Establish measurable outcomes including incident avoidance, recurrence reduction and improved service stability.
• Build strong working relationships with Cloud, Infrastructure, Application, Platform and Engineering teams.
• Act as a bridge between Service Management and technical engineering teams.
• Leverage monitoring, logs, metrics, events and traces to improve operational intelligence.
• Introduce relevant SRE and reliability concepts into Service Management practices.
• Identify existing technical capabilities and automation that can be reused within Service Management.
• Work directly with architects, Cloud teams, platform teams, application teams and service delivery organizations.
• Translate technical capabilities into Service Management improvements.
• Influence stakeholders and drive change without requiring direct reporting authority.
• Act as an internal Service Management SME and transformation leader.
• Mentor and guide Service Management practitioners.
• Develop reusable transformation approaches that can be applied across accounts.
• Drive adoption of new tools, technologies and ways of working.
• Help elevate the overall maturity and capability of the Service Management organization.

What you'll need

• Significant practical experience in IT Service Management, IT Operations or a related discipline.
• Strong experience across multiple areas such as Major Incident, Problem, Change, Configuration, Service Improvement or operational governance.
• Proven experience improving or transforming processes rather than solely operating established processes.
• Strong analytical, consulting and problem-solving capabilities.
• Ability to engage effectively with technical teams, architects and senior stakeholders.
• Demonstrated ability to independently identify problems and drive improvements.
• Strong curiosity, learning agility and willingness to challenge established ways of working.

Nice to have

• Strong knowledge of ServiceNow, Jira or similar ITSM platforms.
• Exposure to Cloud environments and modern application operations.
• Understanding of DevOps and CI/CD concepts.
• Experience with monitoring or observability platforms.
• Practical exposure to AI and automation tools.
• Working knowledge of ITIL practices and their practical application.
• Microsoft Copilot and/or Claude.
• Power BI.
• Power Automate.
• ServiceNow automation and workflows.
• SRE and reliability engineering concepts.
• Splunk, AppDynamics, Dynatrace, Datadog or similar observability technologies.
• Basic scripting, API or workflow-development knowledge.

Details

• Location: Bangalore, India.
• Deep software engineering expertise is not mandatory, but the individual must be capable of understanding technical concepts and translating them into practical Service Management outcomes.