Job Requirements
Lead enterprise-wide IT Service Management (ITSM), IT Operations Management (ITOM), and CMDB governance for Titan’s iMitra (ServiceNow) platform.
The role is accountable for delivering reliable, audit-ready IT services through strong governance, automation-first operations, and effective change management. Drives enterprise transformation by enabling data integrity, operational visibility, and controlled IT change execution.
Own end-to-end ITSM processes including Incident, Change, Service Request, and Service Catalog
- Act as Enterprise Change Manager, ensuring structured governance of all IT changes
- Plan, schedule, and conduct CAB (Change Advisory Board) meetings for critical/high-risk changes
- Govern ITOM capabilities including discovery, monitoring, and infrastructure visibility
- Own CMDB 2.0 as the single accountable authority for data integrity, lifecycle, and compliance
- Define and enforce CMDB standards, CI models, and data governance controls
- Drive automation, integrations, and self-service initiatives across ServiceNow platform
- Ensure audit readiness, compliance adherence, and risk mitigation across ITSM/CMDB processes
- Collaborate with Infra, Security, Business Units, and Vendors to align IT services with business needs
Lead cross-functional teams and drive capability development in automation and AI-led IT operations
- SLA adherence across ITSM processes with improved service quality
- Structured CAB governance with documented approvals and decisions
- Accurate, complete, and audit-ready CMDB data
- Improved IT infrastructure visibility through ITOM capabilities
- 30% reduction in manual effort through automation and integrations
- Zero major audit observations across ITSM and CMDB
- Increased adoption of self-service and automation-led service delivery
Strong stakeholder satisfaction and alignment with business priorities
Work Experience
- 5+ years of experience in ITSM / IT Operations / ServiceNow platform
- Strong expertise in ITSM, ITOM, and CMDB governance
- Proven experience as Change Manager with CAB governance ownership
- Exposure to automation, integrations, and digital transformation initiatives
- Strong understanding of audit, compliance, and risk frameworks
- Experience working with cross-functional teams and vendor ecosystems
- Exposure to AI/ Power Automate/ Copilot / automation-led IT operations
- Experience with ServiceNow ITOM modules (Discovery, Event Management)
- Knowledge of API integrations, Power Automate, or orchestration tools
- Understanding of data analytics, dashboards, and platform reporting
- Awareness of cloud infrastructure and modern IT operations
