XTEL Service Management.
This mandate is run by SYMPHONI HR, a Mumbai-based executive search firm, est. 2003. Applications are email-verified and reach the search team running the role — confidentially, always.
About the organisation.
Our client is a leading global technology and business process services organisation operating in the computer software sector. They serve large multinational enterprises with scalable digital operations, data-driven solutions and managed services across many regions. The company is known for a collaborative, continuous-improvement culture that values operational excellence and strong cross-functional partnership.
About the role.
This role sits at the centre of service management for XTEL and VisualFabriq TPM solutions, ensuring stable, high-quality service delivery to global business stakeholders. You will manage operational escalations, coordinate governance for continuous improvement projects, and oversee vendor and stakeholder relationships. The position also covers CMDB and change management administration, along with DevOps scrum mastering support for the VisualFabriq platform. The role is based in Hyderabad and is a Work From Office position with a shift running approximately 2:00 pm to 1:00 am.
What you will do.
- Manage escalations related to key operational issues and collaborate with cross-functional teams to identify root causes and drive resolution
- Coordinate and manage weekly and monthly governance meetings for TPM Continuous Improvement Projects (CIP)
- Lead or participate in weekly TPM CIP, stabilisation and operational catch-up calls to ensure alignment with project goals
- Oversee functional analysis of CIP governance, driving testing results and resolving escalations with business partners
- Oversee vendor management tasks, including communication and resolution of issues with vendors and managed service providers
- Facilitate regular vendor performance reviews and escalate issues to senior management when necessary
- Manage the Change Management Database (CMDB), approval processes, RG access requests and attestation activities
- Process application impact assessments (AIA) and server upscale requests in a timely and accurate manner
- Own backlog management for VisualFabriq in Azure DevOps and lead the VF DevOps team
- Facilitate the service introduction of new TPM solutions into the operational environment
What you bring.
- Proven experience as an IT Service Manager or in a similar technical role focused on operational excellence
- Experience working with XTEL and/or VisualFabriq TPM solutions
- Strong experience managing escalations, resolving technical issues and driving operational improvement
- Proven experience managing vendor relationships and SLA reviews
- Basic understanding of business processes such as sales, finance and planning supported by TPM solutions
- Knowledge of tools such as ServiceNow, Beeline and performance tracking dashboards is preferred
- Knowledge of governance frameworks and experience ensuring compliance with internal policies and external requirements
- Strong English communication skills with the ability to engage stakeholders, vendors and internal teams at all levels
- Experience in a large, global FMCG organisation is preferred; knowledge of French or Italian is a plus
- Excellent organisational skills and ability to manage multiple priorities; based in Hyderabad or willing to work core CET hours
- Experience in leading cross-functional projects and facilitating communication across teams
Other open roles.
Senior Analyst, AP Operations - Invoice Management (Japanese) — Gurugram · Hybrid
Lead Quality Engineer — Mumbai · On-site
Performance Reporting Analyst — Pune · Hybrid