ITSM Manager - Trainer

Techwave, we are always in an exercise to foster a culture of growth, and inclusivity. We ensure whoever is associated with the brand is being challenged at every step and is provided with all the necessary opportunities to excel in life. People are at the core of everything we do.

Who are we?

Techwave is a leading global IT and engineering services and solutions company revolutionizing digital transformations. We believe in enabling clients to maximize the potential and achieve a greater market with a wide array of technology services, including, but not limited to, Enterprise Resource Planning, Application Development, Analytics, Digital, and the Internet of things (IoT).

Founded in 2004, headquartered in Houston, TX, USA, Techwave leverages its expertise in Digital Transformation, Enterprise Applications, and Engineering Services to enable businesses accelerate their growth.

Plus, we're a team of dreamers and doers who are pushing the boundaries of what's possible.

And we want YOU to be a part of it.

Job Description

Role: ITSM Manager or Trainer
Exp: 8-10 Yrs
Location: Hyderabad/Bangalore/Kolkata

Summary

The ITSM Lead (Sr. Manager) is responsible for defining, governing, and continuously

improving IT Service Management processes across a rapidly growing global

organization. This role ensures IT services are delivered consistently, efficiently, and

with a relentless focus on the customer experience.

As the company continues to expand its international footprint, this position becomes

essential in aligning global service delivery to business priorities and maintaining a

unified ITSM strategy. The ITSM Lead will play a central role in overseeing the launch and

ongoing performance of a Global Service Desk spanning India, Poland, and Latin

America, ensuring alignment of processes, standards, and outcomes.

The ITSM Lead will also drive the evolution of ServiceNow, with a specific focus

on optimizing Incident and Request Management workflows, enabling process

automation, and improving transparency and reporting across IT. This position will

report directly to the Global Head of Support & ITSM.

Responsibilities

• Service Management Leadership

• Define, mature, and govern ITSM processes across the enterprise—including Incident, Request, Problem, and Knowledge Management—aligned with ITIL best practices and business needs.
• Lead ongoing ServiceNow improvement initiatives, with a strong focus on enhancing Incident and Request Management workflows, automation, and end[1]
• Partner with development teams to design, test, and deploy new ServiceNow capabilities, ensuring scalability and efficiency across global support operations.
• Establish and maintain SLAs, KPIs, and OLAs to drive accountability, transparency, and measurable service quality.
• Ensure all ITSM processes are consistent and adaptable across multiple regions and time zones.

• Global Service Desk Oversight

• Provide leadership and governance over the Global Service Desk operations across India, Poland, and LATAM, ensuring a unified delivery model and consistent customer experience
• Define the operating framework for regional Service Desk pods, ensuring alignment with global ITSM standards and service delivery expectations.
• Monitor global performance metrics, identify trends, and drive initiatives to improve first-contact resolution, response times, and customer satisfaction.
• Partners with regional lead to foster collaboration, knowledge sharing, and a culture of accountability and excellence.
• Support the establishment of a follow-the-sun model, ensuring 24/7 service continuity and seamless user support globally.

• Operational Excellence & Continuous Improvement

• Champion process simplification and automation through ServiceNow and other ITSM tools, leveraging analytics to drive continuous improvement.
• Use data-driven insights to identify service trends, eliminate recurring issues, and enhance global operational efficiency.
• Develop and deliver regular executive reporting and dashboards that provide visibility into service health, volume trends, and improvement opportunities.
• Drive ITSM maturity through standardization, governance, and consistent process adoption across all regions.

• Customer Experience & Stakeholder Partnership

• Serve as the voice of the customer, ensuring IT services continuously evolve to meet the needs of the business and end users.
• Collaborate closely with business and IT leaders in the U.S. to ensure alignment between technology service delivery and organizational objectives.
• Provide strategic recommendations on ITSM process improvements, tool enhancements, and support models to optimize service performance.
• Partner with other IT functions (Engineering, InfoSec, Facilities, HR) to ensure seamless collaboration and end-to-end service delivery.

• Leadership & People Development

o Lead, mentor, and develop global ITSM and Service Desk teams, promoting a

culture of collaboration, innovation, and service excellence.

o Provide clear direction, training, and guidance to ensure alignment with ITSM

standards and best practices.

o Partner with offshore and regional leaders to build strong local teams

while maintaining centralized governance and process ownership.

Collaborate with peer IT leaders to ensure global consistency in IT operations

and customer support.

Skills

• 10+ years of progressive IT operations or ITSM experience, including 5+ years in a
• leadership role within a global or multinational organization.
• Proven experience designing and optimizing ServiceNow Incident and Request
• Management workflows, including automation, reporting, and dashboarding.
• Deep understanding of ITIL best practices and how to apply them in dynamic,
• growth-oriented organizations.
• Experience overseeing or partnering with global Service Desk operations across
• multiple regions or delivery centers.
• Demonstrated ability to manage large-scale process improvement and service
• transformation initiatives.
• Strong analytical and communication skills, with the ability to present data[1]
• Exposure to AI/ML-driven automation is a plus.

Education / Professional Experience/ Qualifications

• Bachelor’s or master’s degree in information technology, Computer Science, or
• related field (or equivalent experience).
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• ITIL v3/v4 certification required; preferred