Track Lead - ServiceNow, IT Service Management
India
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Job Description
Track Lead - ServiceNow, IT Service Management
Chennai, Tamil Nadu

Job Summary

Job Summary : As the Cross Functional Services Lead – IT, you will own end-to-end delivery of IT services that span multiple teams (e.g., Infrastructure, Applications, Cybersecurity, Service Desk, Vendor/Managed Services). You will act as the single point of accountability for service outcomes, drive operational excellence, and partner with business stakeholders to improve reliability, user experience, and cost efficiency.

Job Responsibilities : • Service Level ownership: Own assigned cross-functional IT services (service scope, SLAs/OLAs, service roadmap, runbooks, and continuous improvement backlog). • Operations & reliability: Ensure stable operations through proactive monitoring, problem management, capacity planning, and resilience improvements. • Incident & major incident management: Lead/coordinate response for high-severity incidents; drive restoration, stakeholder updates, post-incident reviews, and prevention actions. • Change & release governance: Coordinate cross-team changes; assess risk/impact, ensure approvals, validate backout plans, and minimize business disruption. • Cross-functional delivery: Orchestrate work across internal teams and vendors; remove blockers, manage dependencies, and ensure timely delivery of commitments. • Stakeholder management: Translate business needs into actionable service requirements; provide clear status, risks, and options to leaders and customers. • Vendor & contract management: Manage managed service providers and suppliers; review performance, govern escalations, and drive contract value. • Service financials: Support budgeting/forecasting, license and asset optimization, and cost-to-serve transparency. • Compliance & security: Ensure services meet required security, privacy, and audit standards; partner with Security/GRC on remediation and evidence. • Documentation: Maintain service documentation (architecture overview, SOPs, KB articles, DR/BCP plans) and ensure knowledge transfer.

Job Description : • Business stakeholders / process owners for the supported services\\\\r\\\\n• Infrastructure, Network, Cloud, End-User Computing, Service Desk/NOC\\\\r\\\\n• Application owners (internal product teams and third-party SaaS providers)\\\\r\\\\n• Service Level Management\\\\r\\\\n• Enterprise Architecture, Project/Program Management\\\\r\\\\n• Procurement, Finance (budgeting, renewals, cost controls)\\\\r\\\\n• Vendors / MSPs and delivery partners\\\\r\\\\n

Key Responsibilities

Key Sourcing Information : NA

 

Skill Requirements

Business stakeholders / process owners for the supported services • Infrastructure, Network, Cloud, End-User Computing, Service Desk/NOC • Application owners (internal product teams and third-party SaaS providers) • Service Level Management • Enterprise Architecture, Project/Program Management • Procurement, Finance (budgeting, renewals, cost controls) • Vendors / MSPs and delivery partners

Other Requirements

Other Requirement : • Business stakeholders / process owners for the supported services • Infrastructure, Network, Cloud, End-User Computing, Service Desk/NOC • Application owners (internal product teams and third-party SaaS providers) • Service Level Management • Enterprise Architecture, Project/Program Management • Procurement, Finance (budgeting, renewals, cost controls) • Vendors / MSPs and delivery partners

Job Description : • Business stakeholders / process owners for the supported services\\\\r\\\\n• Infrastructure, Network, Cloud, End-User Computing, Service Desk/NOC\\\\r\\\\n• Application owners (internal product teams and third-party SaaS providers)\\\\r\\\\n• Service Level Management\\\\r\\\\n• Enterprise Architecture, Project/Program Management\\\\r\\\\n• Procurement, Finance (budgeting, renewals, cost controls)\\\\r\\\\n• Vendors / MSPs and delivery partners\\\\r\\\\n
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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 226,300 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 December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.