IT Infrastructure Manager

As the Lead enterprise-wide IT Service Management (ITSM), IT Operations Management (ITOM), and CMDB governance for Titans iMitra (ServiceNow) platform, you are responsible for delivering reliable, audit-ready IT services through strong governance, automation-first operations, and effective change management. Your role involves driving enterprise transformation by enabling data integrity, operational visibility, and controlled IT change execution. Key Responsibilities: - 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 Qualifications Required: - 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 Additional Company Details: - The company aims for SLA adherence across ITSM processes with improved service quality - Structured CAB governance with documented approvals and decisions is a key focus - Accurate, complete, and audit-ready CMDB data is essential - Improved IT infrastructure visibility through ITOM capabilities is a priority - A 30% reduction in manual effort through automation and integrations is targeted - Zero major audit observations across ITSM and CMDB is a goal - Increased adoption of self-service and automation-led service delivery is encouraged - Strong stakeholder satisfaction and alignment with business priorities is emphasized Desired Skills: - Exposure to AI/ Power Automate/ Copilot / automation-led IT operations is a plus - Experience with ServiceNow ITOM modules (Discovery, Event Management) is beneficial - Knowledge of API integrations, Power Automate, or orchestration tools is advantageous - Understanding of data analytics, dashboards, and platform reporting is helpful - Awareness of cloud infrastructure and modern IT operations is a good-to-have. As the Lead enterprise-wide IT Service Management (ITSM), IT Operations Management (ITOM), and CMDB governance for Titans iMitra (ServiceNow) platform, you are responsible for delivering reliable, audit-ready IT services through strong governance, automation-first operations, and effective change management. Your role involves driving enterprise transformation by enabling data integrity, operational visibility, and controlled IT change execution. Key Responsibilities: - 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 Qualifications Required: - 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 Additional Company Details: - The company aims for SLA adherence across ITSM processes with improved service quality - Structured CAB governance with documented approvals and decisions is a key focus - Accurate,