Service Success Head
India
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Job Description
Service Success Head
Chennai, Tamil Nadu

Job Summary

The Head of Service Management is responsible for leading and governing end-to-end IT Service Management practices across the enterprise ecosystem. This role ensures operational excellence, service reliability, proactive risk mitigation, compliance with service commitments, and continuous service improvement through ITSM, ITOM, Observability, Configuration Management, Disaster Recovery, and Hyperautomation initiatives. The position serves as the central authority for service governance, service design, cross-functional operational coordination, and service performance optimization across internal teams and Managed Service Providers (MSPs).

Key Responsibilities

1. Major Incident Management (MIM) Lead enterprise-wide Major Incident Management processes and governance. Orchestrate critical incident response across multiple technology teams and service providers. Ensure rapid restoration of business services through effective stakeholder coordination and escalation management. Drive post-incident reviews, lessons learned, and service improvement actions. Establish and monitor incident KPIs, trends, and operational performance metrics. 2. Problem Management Own and govern the enterprise Problem Management framework. Ensure comprehensive Root Cause Analysis (RCA) is performed for critical and recurring incidents. Facilitate collaboration among application, infrastructure, security, and service provider teams to identify underlying issues. Drive preventive and corrective actions to reduce service disruptions and improve service stability. Track problem remediation effectiveness and trend analysis. 3. ITOM Governance & Service Visibility Lead IT Operations Management (ITOM) strategy and operational governance. Ensure health and effectiveness of monitoring integrations, event management, service mapping, and event correlation capabilities. Establish end-to-end service visibility across the technology landscape. Drive continuous improvements in operational intelligence and proactive issue detection.   4. Observability & AIOps Define and execute the enterprise Observability strategy. Govern onboarding and integration of monitoring and observability platforms. Oversee alert design, log analytics, dashboards, visualization, and AI-driven operational insights. Leverage AIOps capabilities for anomaly detection, predictive analytics, and operational automation. Ensure comprehensive service health reporting across infrastructure, applications, and business services.   5. Service Performance & Data Transparency Establish enterprise-wide operational dashboards and reporting frameworks. Deliver a single-pane-of-glass view of operational performance across MSPs and technology domains. Monitor service trends, operational risks, incident patterns, and service improvement opportunities. Drive transparency through actionable reporting, executive scorecards, and service reviews.   6. Disaster Recovery & Business Continuity Management Own governance of Disaster Recovery (DR) and Business Continuity Planning (BCP) programs. Ensure DR strategies, documentation, recovery plans, and testing procedures remain current and effective. Lead enterprise-wide DR drills, simulation exercises, and recovery validation activities. Manage DR scorecards, resilience metrics, compliance requirements, and recovery readiness assessments. Continuously improve organizational resilience and recovery capabilities.   7. Service Level Management & Governance Own Service Level Management (SLM) processes and governance. Define, monitor, and report on SLAs, KPIs, Operational Level Agreements (OLAs), and Critical Service Levels (CSLs). Conduct operational governance reviews and service performance assessments with stakeholders and service providers. Drive service excellence through performance management, accountability, and continuous improvement initiatives. Ensure contractual and operational service commitments are consistently achieved. 8. One Point of Contact (Operations Command Center) Lead centralized operational command center activities. Ensure proactive monitoring and management of critical business services. Drive early detection, incident prevention, and proactive escalation of service-impacting events. Act as the central coordination point during operational disruptions and service crises.   9. Configuration Management & CMDB Governance Establish governance and ownership of the Configuration Management Database (CMDB). Ensure accuracy, completeness, and integrity of Configuration Item (CI) data across the ecosystem. Drive CMDB health assessments, audits, and data quality improvement initiatives. Ensure

Skill Requirements

  • Ensure service maps and dependency models accurately reflect the production environment.
  • Support change, incident, problem, and asset management processes through reliable configuration data.

 

10. Hyperautomation & Service Optimization

  • Drive enterprise Hyperautomation strategy within Service Management.
  • Establish governance frameworks, standards, and guardrails for automation initiatives.
  • Partner with business and technology teams to identify, prioritize, and implement automation use cases.
  • Measure and report automation adoption, operational efficiency gains, cost savings, and productivity improvements.
  • Promote AI-driven and autonomous operations capabilities.

 

11. ITSM Platform & DevOps Governance

  • Own ITSM platform strategy, roadmap, and operational governance.
  • Oversee service catalog management, workflow configurations, platform enhancements, and process automation.
  • Govern KPI, SLA, and service reporting configurations within the ITSM platform.
  • Lead platform modernization and integration initiatives.
  • Collaborate with DevOps, engineering, and service management teams to continuously improve service delivery capabilities.

 

 

 

Leadership Expectations

  • Establish a culture of operational excellence, accountability, and continuous improvement.
  • Lead multi-vendor and multi-disciplinary teams across a complex enterprise ecosystem.
  • Engage with executive leadership and business stakeholders to align service management strategies with business objectives.
  • Drive ITIL-aligned service management best practices and operational maturity.
  • Champion automation, observability, resilience, and data-driven decision-making.

 

Preferred Experience

  • 20+ years of experience in IT Operations, Service Management, or Infrastructure Operations leadership roles.
  • Deep expertise in ITIL, ITSM, ITOM, Observability, AIOps, CMDB, DR/BCP, and Service Governance.
  • Experience managing large-scale enterprise environments with multiple MSPs and global operations.
  • Strong stakeholder management, governance, vendor management, and transformation leadership experience.
  • Certifications such as ITIL Expert/Managing Professional, ServiceNow, COBIT, PMP, or relevant industry certifications are desirable.

Other Requirements
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.