We are looking for 10+ years' experience in ITSM (IT Service Management) to manage the end-to-end delivery, design, and support of IT services, ensuring to align with business needs using frameworks like ITIL.Technical Skills:10+ years of experience in ITSM to manage designing, implementing, and improving ITIL-based processes such as incident management, change management, and service requests.Well versed in ServiceNow IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM) capabilitiesStrong understanding of ITIL methodologies, ServiceNow/Jira toolsStrong communicator who can collaborate effectively with technical and non-technical stakeholdersCommunication skills, especially for explaining technical concepts to nontechnical business leadersStrong business acumen and the ability to translate complex data into clear recommendationsAbility to work on a dynamic, research-oriented team that has concurrent projectsShould have experience with cloud platforms like AWS, Azure, and GCPProfessional certification in ITIL preferablyExperience in Insurance domain preferableKey Responsibilities and SkillImplementing incident, change, and problem management processes, optimizing service performance, and improving user experience.Designing, implementing, and improving ITIL-based processes such as incident management, change management, and service requests.Monitoring service delivery against Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)Configuring and maintaining ITSM platforms (e.g., ServiceNow) to automate workflows and enhance reportingLeading, analyzing, and resolving IT incidents and service requests to minimize downtime.Driving initiatives to increase efficiency and reduce costs in IT operations.Partner with stakeholders across product, design, engineering, and finance to uncover insights and support strategic initiativesDevelop clear reporting and dashboards to drive performance visibility and accountability across teamsConduct in-depth analyses to evaluate feature usage, business performance, and customer behaviorQualification:Somebody who has at least 10+ years of work experience who has played ITSM manager role.Bachelor's degree (or equivalent) in computer science, information technology, engineering, or related disciplineEducation qualification: Any degree from a reputed college