Job Description
Job Title:  Immididate joiner required for ITIL Cross Functional Service Management Lead @ Ahemdabad only
City:  Ahmedabad
State/Province:  Gujarat
Posting Start Date:  4/2/26
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Job Description: 

Job Description

**Role Overview:**  
The Senior ITIL Cross-Functional Lead will spearhead end-to-end IT service delivery across multiple enterprise towers—including Service Desk, End-User Services, Infrastructure, Applications, Cloud, and Security—leveraging ITIL best practices. This role is responsible for orchestrating the service lifecycle, ensuring cross-tower collaboration, governance, and driving continuous improvement to deliver resilient, cost-effective, compliant, and customer-centric IT services.

**Key Responsibilities:**  
- Act as the single point of accountability for enterprise service delivery, coordinating across all IT towers and managing critical incidents for rapid restoration and effective communication.
- Own, mature, and optimize ITIL v4 processes (Incident, Problem, Change, Service Request, Knowledge, CMDB, Asset, Service Level, etc.), defining policies, workflows, and controls.
- Design and negotiate SLAs, OLAs, and XLAs, focusing on service quality, customer satisfaction, and business outcomes.
- Lead service governance, risk, and compliance, ensuring adherence to industry standards (ISO/IEC 20000/27001, SOX, PCI-DSS, HIPAA) and audit readiness.
- Establish SIAM-aligned multi-supplier governance, integrating vendor performance management and driving continuous improvement.
- Maintain CMDB and IT asset integrity, supporting change risk, impact analysis, and capacity planning.
- Champion reliability engineering, automation, and shift-left practices to increase operational efficiency and resilience.
- Oversee service delivery for hybrid cloud, SaaS, and modern workplace environments, integrating security and cost control.
- Provide transparent communications to stakeholders, lead service reviews, and act as a trusted advisor to business leaders.
- Drive continuous service improvement through analytics, root cause analysis, and lean initiatives.

**Required Skills & Experience:**  
- 12–18+ years in enterprise IT service delivery; 5+ years in cross-functional or multi-supplier leadership roles.
- Deep expertise in ITIL v4, SIAM, vendor governance, and hands-on experience with ITSM platforms (ServiceNow, Jira, BMC Helix).
- Broad technical knowledge across infrastructure, cloud (Azure/AWS/GCP), security, and endpoint management.
- Strong crisis leadership, executive presence, and stakeholder management skills.
- Certifications preferred: ITIL v4 Managing Professional, SIAM, ISO 20000, Cloud, SRE/DevOps.

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Experience/Skills: 
•    10 - 14 YEARS Experience in ITSM practice in managing various ITIL process roles, viz., Incident manager, Problem manager, Change manager, Asset and Configuration manager. 
•    ITIL V4 MP / ITIL 
•    2011 Expert / ITIL 2011 Intermediate Certified, SIAM Foundation / Architect Certification 
•    Good Knowledge of ITSM Tools; ServiceNow, Remedy, HPSM, etc. 
•    Capability to deliver ITIL Trainings 
•    Excellent team management skills and inter-personal skills 
•    Excellent Presentation skills, verbal and written communication skills and facilitation skills 
•    Good documentation and process flow diagramming skills 
•    Graduate or Postgraduate in Management / Engineering / Computer sciences
 

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Mandatory Skills: ITIL Cross Functional Service Management .

 

Experience: 8-10 Years .

 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
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