Reckitt

3 weeks ago

IT&D Manager, Service Management - DR (Hyderabad, Telangana, IN, N/A)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Lead end-to-end governance and continuous improvement of IT Service Management across a global, multi-vendor environment. Own ITIL-aligned processes (incident, problem, change, release, major incidents, DR) and ensure SLA adherence, service quality, and operational resilience. Drive data-driven service management modernization using ServiceNow as the core ITSM platform, plus automation, AIOps, predictive analytics, and Power BI reporting to enable a scalable, future-ready operating model.

Location: Hyderabad

Workplace: Onsite

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Manager level

Key Responsibilities

•Own and govern global standards, policies, and performance for key ITIL processes, ensuring SLA adherence and reduced resolution times.
•Lead major incident management with structured governance, rapid response, business-focused recovery, and post-incident improvement actions.
•Drive root cause analysis and proactive problem identification to eliminate recurring incidents and improve service stability.
•Define and govern disaster recovery and resilience standards, testing, and readiness to ensure business continuity across critical applications.
•Implement and govern ServiceNow-based ITSM capabilities and analytics, including automation/orchestration, vendor/SIAM accountability, and continuous service improvement using KPI/metrics reporting.

Pay and Benefits

Perks:Parental LeaveLife InsuranceEmployee Assistance

Key Requirements

•15+ years of IT Service Management / SIAM experience with strong expertise across ITIL end-to-end lifecycle processes.
•Proven, mandatory experience with ServiceNow across multiple modules (including Incident, Problem, Change, Release, CMDB, and Service Catalog).
•Deep knowledge of ITIL v3 and ITIL 4 frameworks, ServiceNow ITSM/CMDB/HAM/CSDM, plus AIOps, monitoring, and automation technologies.
•Experience designing SLA/KPI reporting frameworks and applying ITSM data governance and analytics.
•Bachelor’s degree in IT/Computer Science (or related) and mandatory ITIL v3/v4 certification; ServiceNow certification and SIAM certification are preferred/desirable.

Experience:15+ years

Education:Bachelor's in IT / Computer Science or related field

Skills:LeadershipStakeholder managementCalm under pressureData-driven analyticsCommunication and influencing

Certifications:ITIL v3ITIL v4ServiceNow Certification (CSA)ServiceNow Implementation SpecialistSIAM certification

Tech Stack:ITIL v3ITIL 4ServiceNowServiceNow ITSMCMDBHAMCSDMAIOpsPower BIIncident ManagementProblem ManagementChange ManagementRelease ManagementWorkflow automation

Company Brief

Reckitt

Global consumer goods company producing health, hygiene, and home products across well-known brands. Operates in multiple markets offering over-the-counter health, personal care, and household cleaning products to consumers worldwide.

Industry: FMCG

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Slough, United Kingdom

Founded: 1999

Website LinkedIn

Loading job details...

Preparing the role view and application actions.

Reckitt

3 weeks ago

IT&D Manager, Service Management - DR (Hyderabad, Telangana, IN, N/A)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Location: Hyderabad

Workplace: Onsite

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Manager level

Key Responsibilities

•Own and govern global standards, policies, and performance for key ITIL processes, ensuring SLA adherence and reduced resolution times.
•Lead major incident management with structured governance, rapid response, business-focused recovery, and post-incident improvement actions.
•Drive root cause analysis and proactive problem identification to eliminate recurring incidents and improve service stability.
•Define and govern disaster recovery and resilience standards, testing, and readiness to ensure business continuity across critical applications.
•Implement and govern ServiceNow-based ITSM capabilities and analytics, including automation/orchestration, vendor/SIAM accountability, and continuous service improvement using KPI/metrics reporting.

Pay and Benefits

Perks:Parental LeaveLife InsuranceEmployee Assistance

Key Requirements

•15+ years of IT Service Management / SIAM experience with strong expertise across ITIL end-to-end lifecycle processes.
•Proven, mandatory experience with ServiceNow across multiple modules (including Incident, Problem, Change, Release, CMDB, and Service Catalog).
•Deep knowledge of ITIL v3 and ITIL 4 frameworks, ServiceNow ITSM/CMDB/HAM/CSDM, plus AIOps, monitoring, and automation technologies.
•Experience designing SLA/KPI reporting frameworks and applying ITSM data governance and analytics.
•Bachelor’s degree in IT/Computer Science (or related) and mandatory ITIL v3/v4 certification; ServiceNow certification and SIAM certification are preferred/desirable.

Experience:15+ years

Education:Bachelor's in IT / Computer Science or related field

Skills:LeadershipStakeholder managementCalm under pressureData-driven analyticsCommunication and influencing

Certifications:ITIL v3ITIL v4ServiceNow Certification (CSA)ServiceNow Implementation SpecialistSIAM certification

Tech Stack:ITIL v3ITIL 4ServiceNowServiceNow ITSMCMDBHAMCSDMAIOpsPower BIIncident ManagementProblem ManagementChange ManagementRelease ManagementWorkflow automation

Company Brief

Reckitt

Industry: FMCG

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Slough, United Kingdom

Founded: 1999

Website LinkedIn