IT Services & Process Manager (Chennai, IN)

IT Services & Process Manager
Primary responsibilities / Key result areas
Change Management & CAB

• Own and oversee the end-to-end IT Change Management lifecycle.
• Prepare agendas, facilitate Change Advisory Board (CAB) meetings, and ensure changes are properly assessed, approved, implemented, and documented.
• Monitor change performance metrics and drive continuous process improvements.

Disaster Recovery

• Coordinate and execute annual Disaster Recovery tests for critical IT applications and services.
• Maintain and update DR plans and documentation.
• Manage test evidences and communication with stakeholders
• Report test outcomes, risks, and remediation actions to leadership.

Major Incident & Problem Management

• Act as Incident Commander during Major/P1 incidents, ensuring timely communication, escalation, and resolution.
• Lead post-incident reviews, root cause analysis (RCA), and follow-up reporting to the Senior Leadership Team.
• Ensure problem records are managed to prevent incident recurrence.

CMDB & Service Catalog Management

• Maintain and enhance the Configuration Management Database (CMDB) and IT Service Catalog.
• Ensure configuration and service data are accurate, current, and aligned with operational and reporting needs.
• Partner with technical and service owners to improve data quality and governance.

Audit & Policy Compliance

• Drive IT audit readiness by maintaining control evidence and supporting internal and external audits.
• Consolidate and standardize ITSM policies to meet regulatory, security, and compliance requirements.
• Monitor compliance with ITSM processes and governance standards.

Qualifications, Experience & Attributes

• Bachelor's degree in IT, computer science, process engineering or related field; ITIL or COBIT certification is preferred.
• 3-5 years' experience managing ITSM processes, including change, incident/problem management and DR planning.
• Proven track record running CAB meetings, leading DR exercises and managing major incidents for critical services.
• Good understanding of IT Infrastructure and operations as well as IT applications
• Experience maintaining a CMDB and service catalog using ITSM tools such as ServiceNow, Jira Service Management or equivalent; familiarity with Azure DevOps for knowledge management is a plus.
• Strong knowledge of audit and compliance requirements (specifically SOX) and ability to consolidate policies across diverse teams.
• Excellent communication and stakeholder-management skills, with the ability to influence and drive process improvements across IT.

COmPETENCIES

• Facilitation
• Analytical and problem-solving
• Solution oriented
• Documentation & knowledge management
• Communication & Stakeholder Engagement

Other key requirements / comments

• Flexibility to collaborate with global teams across different time zones.
• Comfortable working in a restructuring environment; adept at redefining processes and responsibilities.
• Strong commitment to confidentiality and adherence to audit and compliance standards.

SES and its Affiliated Companies are committed to providing fair and equal employment opportunities to all. We are an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law.
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