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…