IT Infrastructure Manager (ITSM, ITOM & CMDB – iMitra/ServiceNow)

- Role

Lead enterprise-wide IT Service Management (ITSM), IT Operations Management (ITOM), and CMDB governance for Titan’s iMitra (ServiceNow) platform.

The role is accountable for delivering reliable, audit-ready IT services through strong governance, automation-first operations, and effective change management. Drives enterprise transformation by enabling data integrity, operational visibility, and controlled IT change execution.

- Job Profile

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

- Key Deliverables

· SLA adherence across ITSM processes with improved service quality

· Structured CAB governance with documented approvals and decisions

· Accurate, complete, and audit-ready CMDB data

· Improved IT infrastructure visibility through ITOM capabilities

· ≥30% reduction in manual effort through automation and integrations

· Zero major audit observations across ITSM and CMDB

· Increased adoption of self-service and automation-led service delivery

Strong stakeholder satisfaction and alignment with business priorities

- Experience and Skill

· 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

- Good to Have:

· Exposure to AI/ Power Automate/ Copilot / automation-led IT operations

· Experience with ServiceNow ITOM modules (Discovery, Event Management)

· Knowledge of API integrations, Power Automate, or orchestration tools

· Understanding of data analytics, dashboards, and platform reporting

· Awareness of cloud infrastructure and modern IT operations