Manager Global ITSM

Summary

The Manager – Global ITSM (Incident Management, Problem Management & Client Coordination) is responsible for end-to-end governance, leadership, and continuous improvement of Incident and Problem Management functions across the enterprise. This role ensures rapid restoration of IT services, effective root cause analysis, prevention of recurring incidents, and proactive, transparent communication with clients and internal stakeholders.

The role acts as the primary escalation authority during major incidents, oversees crisis management, ensures adherence to ITIL best practices, and maintains strong client confidence through structured communication, reporting, and service performance management.

This position reports to the Director / Associate Director – Global ITSM and has direct people-management responsibility for Incident Specialists, Problem Analysts, and Client Coordination resources.

Key Responsibilities

Incident Management

• Own and govern the end-to-end Incident Management lifecycle across all severities.
• Act as the escalation point for Major / Critical Incidents (P1/P2), ensuring timely resolution and executive-level communication.
• Lead outage bridges and war rooms during service disruptions.
• Ensure accurate incident prioritization based on business and customer impact.
• Enforce SLA, OLA, and KPI adherence, with a strong focus on MTTR reduction and service restoration.
• Review and approve incident communications, notifications, and executive summaries.

Problem Management

• Establish and govern Problem Management processes to identify root causes and prevent incident recurrence.
• Ensure timely completion of Root Cause Analysis (RCA) and Post-Incident Reviews (PIRs).
• Track and manage Known Errors, workaround documentation, and permanent fixes.
• Collaborate with Engineering, Infrastructure, Application, and Vendor teams to drive long-term corrective actions.
• Analyze incident trends and systemic issues to proactively reduce operational risk.

Client Coordination & Communication

• Serve as the primary point of contact for clients during major incidents and service-impacting events.
• Translate technical issues into clear, business-focused client communications.
• Ensure timely distribution of incident notifications, preliminary reports, RCAs, and service performance reports.
• Build and maintain strong client relationships through transparency, accountability, and service excellence.
• Participate in client governance calls, service reviews, and post-incident discussions as required.

Governance, Process & Continuous Improvement

• Define, implement, and continuously improve Incident and Problem Management policies, standards, and procedures aligned with ITIL.
• Ensure audit readiness and compliance with internal controls and client contractual obligations.
• Identify automation, tooling, and process optimization opportunities to improve efficiency and service quality.
• Establish and monitor KPIs, dashboards, and management reports for operational performance.

People & Stakeholder Management

• Lead, mentor, and develop a high-performing team across multiple shifts and regions.
• Conduct performance reviews, coaching sessions, and skills development plans.
• Coordinate with Change Management, Service Desk, Engineering, Vendors, and Senior Leadership.
• Foster a culture of accountability, urgency, and continuous improvement.

Reports & Deliverables

• Executive Incident Summaries and Major Incident Reports
• Root Cause Analysis (RCA) and Post-Incident Review (PIR) documents
• Client Incident Notifications and Service Impact Reports
• Monthly / Quarterly Service Performance and Trend Analysis Reports
• SLA, MTTR, and Availability Dashboards

Key Performance Indicators (KPIs)

• Reduction in Incident Recurrence
• Mean Time to Restore (MTTR)
• SLA / OLA Compliance
• Timeliness and Quality of RCAs
• Client Satisfaction and Feedback
• Incident Trend Reduction and Service Stability

Education & Experience

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field (Master’s preferred).
• 7–10+ years of experience in IT Service Management, with strong exposure to Incident and Problem Management.
• 3–5+ years of people management and client-facing leadership experience.
• Experience working in enterprise, multi-client, or global service environments is strongly preferred.

Required Skills & Competencies

• Strong leadership and crisis management capabilities.
• Excellent verbal, written, and executive-level communication skills.
• Ability to translate complex technical issues into business-impact narratives.
• Deep understanding of ITIL (Incident, Problem, Change, and Service Management).
• Strong analytical and problem-solving skills with a data-driven mindset.
• Ability to manage high-pressure situations and competing priorities.
• Stakeholder management skills across senior leadership, clients, and vendors.
• High level of organization, attention to detail, and operational discipline.
• Willingness to support on-call rotations and after-hours escalations as required.