ITIL Process Manager; Program Manager

Position: ITIL Process Manager (Program Manager)
** Position Summary
** The
** Program Manager – ITG ( ITSM Process Management)
** is responsible for designing, improving, and operationalizing IT service management processes across the enterprise, with a strong focus on incident, problem, change, and service availability management. This role ensures ITSM processes are practical, consistently adopted, measurable, and aligned with ITIL best practices to support reliable and efficient IT operations.

The role provides program-level oversight of 24x7 operational readiness, escalation frameworks, and process execution, while driving initiatives that reduce recurring issues, improve system reliability, and lower support demand through process standardization, shift-left enablement, and automation. The Program Manager partners closely with IT leaders, managers, SRE, Dev Ops, and Application/Engineering teams to align priorities, coordinate dependencies, track outcomes, and deliver continual service improvements across the IT support ecosystem.
** Key Responsibilities
**** Shift-Left Strategy & Enablement
*** Lead shift-left initiatives across IT support tiers, transitioning repeatable incidents, service requests, and known errors from L3/L4 to L1 and L2 teams.
* Enable effective shift-left execution through:  + Well-defined runbooks, SOPs, and operational playbooks  + High-quality knowledge articles and decision trees  + Automation and self-healing use cases
* Measure shift-left effectiveness using KPIs such as ticket deflection, resolution tier, and knowledge reuse, and continuously refine the approach.
** Incident & Problem Management
*** Partner with leads and managers to support structured incident triage, escalation, and stakeholder communication during production incidents.
* Drive effective Root Cause Analysis (RCA) practices, ensuring:  + Timely completion of RCAs  + Clear identification of corrective and preventive actions  + Focus on eliminating recurring issues and improving service stability
* Analyze problem trends and recurring incidents to identify improvement opportunities and support continual service improvement initiatives.
** Change Management & Operational Readiness
*** Support consistent execution of change management practices across production environments.
* Ensure changes are well-prepared with appropriate:  + Risk and impact assessments  + Rollback and contingency plans  + Testing validation and stakeholder communication
* Facilitate CAB meetings and change discussions to improve change quality and production readiness.
* Review incidents related to changes and collaborate with teams to improve change execution and outcomes.
* Participate in various audit activities (SOX, ISO
27K, local audits) and provide necessary evidences related to Chanage Management.
** Service Availability Management
*** Manage the ITIL Service Availability Management practice to help ensure services meet agreed availability, reliability, and resiliency targets defined in SLAs and OLAs.
* Track and analyze service availability metrics, outage trends, and downtime impact to identify risks and improvement opportunities.
* Collaborate with SRE, Infrastructure, and Engineering teams to improve service resilience through redundancy, failover, and recovery enhancements.
* Integrate availability considerations into incident, problem, and change management activities.
* Drive availability-focused improvement initiatives to reduce unplanned outages and improve overall service uptime.
** Process Ownership, Metrics & Continual Service Improvement
*** Act as process owner for ITSM practices, including incident, problem, change, service availability, and operational readiness.
* Define and maintain clear process workflows, roles, and responsibilities to ensure consistent execution across teams.
* Establish and track KPIs to measure process effectiveness, efficiency, and improvement outcomes.
* Partner with teams to identify and implement automation opportunities that reduce manual effort and improve service reliability.
* Lead continual service improvement (CSI) initiatives by translating operational data and trends into prioritized improvement actions.
** Stakeholder Engagement,…