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Service Management Consultant / Service Management Lead

Job Summary

We are looking for a Service Management Consultant / Lead with strong experience in IT Service Management, service operations, governance, and continual improvement across enterprise environments. This role is ideal for a candidate who can combine ITIL process expertise with operational leadership to deliver stable, efficient, and business-aligned IT services.

The successful candidate will work closely with business stakeholders, support teams, vendors, and technology partners to improve service quality, drive process maturity, manage operational risk, and enhance the end-user experience. The role also offers opportunities to contribute to transformation, automation, and service modernization initiatives.

Key Responsibilities

Lead and oversee ITSM operations across enterprise environments, ensuring service stability, responsiveness, and operational excellence
Drive and govern core ITIL practices, including Incident, Problem, Change, Service Request, Release, and Major Incident Management
Monitor service performance against SLAs, KPIs, and operational targets, and proactively identify areas for improvement
Chair or support service review, governance, and stakeholder meetings, providing clear insights on risks, trends, and service outcomes
Partner with infrastructure, application, cloud, and support teams to resolve operational issues and improve service effectiveness
Manage escalations, major incidents, root cause analysis, and corrective or preventive action planning
Identify and implement continual service improvement initiatives to enhance process maturity, efficiency, and customer satisfaction
Ensure compliance with governance, audit, security, and risk management requirements across service operations
Prepare and present dashboards, service reports, and management updates for operational and executive stakeholders
Support service transition, transformation, and modernization programs from a service management perspective
Promote automation, knowledge management, and standardization to improve support efficiency and service quality
Mentor team members and guide support functions in adopting best practices and improving operational maturity
Contribute to business continuity, disaster recovery, and operational resilience planning

Required Skills & Qualifications

8–12+ years of experience in IT Service Management, IT Operations, or Service Delivery roles
Strong practical experience with ITIL-based service management processes and operational governance
Proven track record of managing enterprise-scale service operations in complex, high-availability environments
Hands-on expertise in Incident, Problem, Change, Release, SLA, KPI, vendor, and service governance management
Experience working with ITSM platforms such as ServiceNow, BMC Remedy, JIRA Service Management, or similar tools
Good understanding of infrastructure, cloud, networking, and enterprise application support environments
Strong stakeholder management, communication, and customer engagement skills
Experience in reporting, service analytics, operational reviews, and data-driven decision-making
Ability to perform effectively in fast-paced, high-pressure, and mission-critical environments
Strong analytical thinking, problem-solving capability, and sound operational judgement

Good to Have

Experience in cloud operations, digital transformation, or service modernization programs
Exposure to Agile, DevOps, SRE, or platform-based operating models
Knowledge of automation, observability, and AI-enabled operations
Experience working in regulated industries such as Banking, Financial Services, Healthcare, Telecom, or similar sectors
Understanding of governance, compliance, audit, and risk frameworks
Exposure to operational resilience, business continuity, and disaster recovery planning

Preferred Certifications

ITIL v4 Foundation, Managing Professional, or equivalent ITSM certification
PMP, PRINCE2, or other project or delivery management certification
Agile or Scrum certification
ServiceNow certification or relevant ITSM tool certification
ISO 20000, ISO 27001, or related governance and compliance awareness

Education

Bachelor’s degree in Engineering, Computer Science, Information Technology, or a related discipline. Equivalent practical experience may also be considered.

Location : Bangalore / Pune / Hyderabad / Hybrid
Experience : 8–12+ Years

Full-Time / Contract

Simplex-Services, headquartered in Brighton, formed in 2014, specialises in information technology consulting and the implementation of IT services across all industries.

Our agile, dynamic teams of IT and business strategy enablers allow us to cut across the limitations of large-scale organisations by delivering services and solutions with speed, precision and flexibility. With over 100 years of corporate experience amongst our founding members, we offer our clients immediate advice and tailored solutions to your strategy.

With a fresh approach to IT and practical awareness that any solution needs to be end user-centric and aligned to a strategy, Simplex Services have the capabilities to resolve small- and large- scale projects, whether in-house or through smart source frameworks.

Careers

Service Management Consultant / Service Management Lead

Job Summary

Key Responsibilities

Required Skills & Qualifications

Good to Have

Preferred Certifications

Education

Simplex-Services, headquartered in Brighton, formed in 2014, specialises in information technology consulting and the implementation of IT services across all industries.

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