IT Manager – Global Process Lead, Event Management

This role is based in Chennai.

ABOUT THE ROLE

The IT Global Process Lead (GPL) - Event Management role is responsible for developing, maintaining, and continuously improving the global Event Management process, ensuring alignment with ITSM/ITIL best practices and driving service excellence and operational efficiency across the organization. This key leadership position requires a strong technical background, leadership and communication skills, and the ability to drive process improvements and collaborate with stakeholders to achieve service level and business objectives.

KEY RESPONSIBILITIES & TASKS

Develop, maintain, and continuously improve the global Event Management process, ensuring alignment with ITSM/ITIL best practices and Client's business objectives.

Provide strategic guidance and oversight to ensure that all enterprise infrastructure and application events are properly managed, logged, and escalated to the correct teams within agreed timeframes.

Act as a key stakeholder and subject matter expert for Event Management, collaborating with senior IT leaders, IT DOC team, and other functions to drive service excellence and operational efficiency.

Lead the development and implementation of global Event Management standards, procedures, and guidelines, ensuring consistency and adherence across all regions and teams.

Foster a culture of continuous improvement, identifying opportunities for automation, streamlining workflows, and optimizing event detection and response.

Develop and maintain relationships with key stakeholders, including IT DOC staff, Major Incident Managers, and other functional teams, to ensure effective collaboration and communication.

Provide guidance and support to IT DOC teams, ensuring that they have the necessary skills, knowledge, and resources to effectively manage events and provide excellent customer service.

Host the global Daily Service Review (DSR) and ensure seamless handover between shifts, maintaining continuity and consistency in Event Management operations.

Develop and maintain dashboards, reports, and metrics to measure Event Management performance, identifying areas for improvement and optimizing processes accordingly.

BEHAVIOURS & APPROACH

Leads by example, driving service excellence and continuous improvement.

Collaborates effectively with stakeholders, communicating complex concepts clearly and concisely.

Fosters a culture of transparency, accountability, and customer-centricity.

Thinks strategically, anticipating issues and opportunities, and adapting to changing environments.

Coaches and mentors others, sharing knowledge and expertise to build capabilities.

Drives innovation and experimentation, measuring success through key performance indicators.

Is results-driven, focused on delivering tangible outcomes and achieving business objectives.

Embraces a Lean mindset, eliminating waste and optimizing processes to maximize value for customers.

Focuses on flow and throughput, streamlining workflows and reducing lead times to improve efficiency and responsiveness.

Encourages a culture of continuous learning and improvement, using data and feedback to inform decisions and drive improvements.

WORK EXPERIENCE

Extensive experience in process management, process improvement, or business process reengineering (9 - 12 years of experience).

Minimum 5 years of ITSM experience gained leading teams covering both Incident & Problem Management

Extensive knowledge of Process Management & execution specifically related to Event, Incident, Problem and Change Management along with a good understanding of the Service Management ecosystem

ITIL 3 foundation (Minimum)

ITIL 3 Practitioner / ITIL 4 foundation (preferred)

Skilled in holistic process mapping leveraging ServiceNow as a platform

Proven capability in effective communication & presentation skills

Track record of positive Team and Stakeholder Management

Experience in Vendor Management, KPI's and SLA's

Proven ability to evaluate information, identify key issues and formulate conclusions based on sound, practical judgment, experience and common sense

EDUCATION & QUALIFICATIONS

Bachelor's or Master's degree in a relevant field (e.g. Business Administration, Operations Management or related).

ITIL 3 or 4 foundation certification specifically relating to Change & Release Management

Experience in applying Lean/Six Sigma methods

Excellent communication, problem-solving, and stakeholder management skills.

English language expert proficiency (additional languages are beneficial)