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Job Title: IT Service Introduction, Performance & Governance Specialist
Location: Pune, India
Reports to: Head of IT Service Management
Role Overview
We are seeking an experienced IT Service Introduction, Performance & Governance Specialist to lead, service integration, technology vendor governance and performance management. This role will ensure seamless introduction of new IT services, drive operational excellence through AI and automation, and maintain robust governance frameworks aligned with business objectives.
Key Responsibilities
Service Introduction & Process Design
- Define and implement ITSM processes for new service introduction, ensuring alignment with ITIL and organizational standards.
- Collaborate with project teams to integrate new services into the existing IT ecosystem.
- Develop documentation, workflows, and governance models for service transition.
Vendor Governance & SIAM
- Act as the primary point of contact for technology IT vendor governance under SIAM principles.
- Monitor vendor performance against contractual obligations including service credits.
- Conduct regular governance meetings and maintain transparency across stakeholders.
- Maintain, manage and report base and incremental operating costs for all new services.
Performance Management
- Track and report KPIs, SLAs, and operational metrics to senior management.
- Implement continual service improvement (CSI) initiatives to optimize service delivery.
- Drive accountability during Major Incident Management, ensuring timely resolution and root cause analysis.
AI & Automation
- Introduce AI-driven tools and automation to streamline ITSM processes (incident categorization, predictive analytics, self-healing systems).
- Identify opportunities for AIOps and automation in service lifecycle.
- Maintain foundational knowledge of AI and emerging technologies to support innovation.
Governance & Compliance
- Ensure compliance with IT governance frameworks (COBIT, ITIL, ISO/IEC 20000).
- Conduct audits and risk assessments for IT services and vendors.
- Maintain documentation for governance, cybersecurity, and regulatory requirements.
Qualifications & Experience
- Education: Bachelor’s degree in IT, Computer Science, or related field; MBA or ITIL certification preferred.
- Experience: 8–10 years in IT Service Management, vendor governance, and service introduction.
- Industry: Consumer Packaged Goods (CPG) experience is highly desirable.
- Certifications: ITIL v4, SIAM Foundation; AI certification is a plus.
Technical Skills
- Strong understanding of ITSM tools (ServiceNow, BMC, etc.)
- Familiarity with AI/automation platforms and AIOps concepts.
- Knowledge of governance frameworks (COBIT, ISO 27001).
Soft Skills
- Excellent communication, stakeholder management, analytical thinking, and leadership.
- Exceptional PowerPoint Presentation skills.
- Experience of tools like Canva will be a big plus
Preferred Competencies
- Expertise in multi-vendor governance and contract management.
- Ability to manage strategic, tactical, and operational layers of SIAM governance.
- Strong problem-solving skills and experience in Major Incident Management.
- Knowledge of data-driven decision-making and KPI reporting.
ARE YOU EXCITED TO CRAFT THE ICE CREAM FUTURE?
TMICC embraces diversity and encourages applicants from all walks of life. This means giving full and fair consideration to all applicants and continuing development of all employees regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity.
Interested candidates are invited to submit their resume and cover letter detailing their relevant experience and qualifications to TMICC’s career portal.
We take pleasure seriously. Join the Ice Cream team now!
#TMICC
About The Magnum Ice Cream Company
With 19.000 expert ice cream colleagues and iconic brands like Wall’s, Cornetto and Ben & Jerry’s, loved in 76 countries, we are the world’s largest Ice Cream company leading the industry We have been taking pleasure seriously for more than 100 years, serving happiness with every lick or scoop of ice cream for generations.
About
The Magnum Ice Cream Company (formerly part of Unilever) is all about growth. Growing our business. Growing our customers’ businesses. Growing our people’s careers. Growth begins with empowerment. So we free our people to be innovative, responsible entrepreneurs, driven and equipped to give our consumers more amazing products and unforgettable moments – and having fun doing it. Here’s what defines success in our organization :
- We are all about growth
- We operate with speed and simplicity
- We win together with fun
- We boldly innovate to disrupt our industry
- We care and challenge
- We are experts in the Ice Cream Category
ARE YOU EXCITED TO CRAFT THE ICE CREAM FUTURE?
Please apply online and do not forget to upload your CV. Your application will be reviewed against the requirements, and we will be in touch shortly after the closing date, with an update on the status of your application.
Click on Apply to know more.