About Us:
Tech Mahindra offers technology consulting and digital solutions to global enterprises across industries, enabling transformative scale at unparalleled speed. With 150,000+ professionals across 90+ countries helping 1100+ clients, TechM provides a full spectrum of services including consulting, information technology, enterprise applications, business process services, engineering services, network services, customer experience & design services, AI & analytics, and cloud & infrastructure services. It is the first Indian company in the world to have been awarded the Sustainable Markets Initiative’s Terra Carta Seal, in recognition of actively leading the charge to create a climate and nature-positive future.
Job Details:
Summary
This role is ideal for a seasoned IT leader who combines platform expertise, operational rigour, and people-first leadership to deliver reliable, scalable, and strategically aligned ITSM services within a complex, enterprise environment.
Role Overview
We are seeking an experienced Senior IT Platform Service Manager to lead the delivery, and operational excellence execution of IT Service Management (ITSM) platforms, enabling our client’s strategic vision, within a global IT services, consulting, and BPO organization. This role operates under a preferred partnership, supporting a major Fixed & Mobile Telecommunications provider in the UK.
The successful candidate will bring deep expertise in BMC ITSM technologies (Remedy, Helix, CMDB – both on-premise and SaaS environments), combined with strong leadership credentials and a proven ability to drive high-performing teams through complex operational and transformation environments.
This is a senior leadership role requiring a balance of strategic understanding, technical depth, operational control, and people leadership, with credibility built through real-world experience across both stable and challenging delivery conditions.
Key Responsibilities
People Leadership & Culture
- Lead and develop high-performing DevOps and platform teams
- Provide matrix leadership across delivery, engineering, and support capabilities
- Drive strong people management practices, including:
- Wellbeing and engagement
- Performance management
- Skills development and training
- Workforce and capacity planning
- Foster a positive and accountable team culture, including:
- A “serious fun” environment with strong engagement
- Transparency and a “no surprises” ethos
- Recognition and promotion of team success
- Acting as a visible ambassador for the function
- Maintaining effective communication cadence and team forums
Strategy, Vision & Planning
- Ensure the platform growth and evolution aligns to the client’s business objectives
- Own the end-to-end platform lifecycle roadmap, including upgrades, transformation, and optimization
- Provide delivery governance of the platform demand roadmap, ensuring prioritization aligns to client strategic outcomes
- Act as the platform authority, guiding long-term scalability, resilience, and innovation
Demand Management, Prioritization & Intake
- Lead the demand intake process for all platform-related enhancements and changes
- Ensure delivery achieves client strategic priorities and value outcomes
- Provide subject matter expertise (SME) into demand shaping, project discovery, solution design, and feasibility
- Partner with stakeholders to ensure clear prioritization, transparency, and delivery confidence
Financial Management & Business Value
- Govern platform financial performance, ensuring adherence to budget
- Identify and drive cost optimization opportunities and efficiency savings
- Support client business case development and investment justification
- Provide input into service & lifecycle budgeting, forecasting, and financial reporting
- Ensure commercial awareness across licensing, hosting, and service delivery models
Governance, Compliance, Security & Risk
- Ensure robust ITIL-aligned governance and control frameworks are in place and executed
- Execute the delivery of audit and compliance evidence (e.g. SOx controls)
- Drive platform adherence to security policies, risk mitigation, and vulnerability management
- Lead platform risk posture and remediation activities
- Understand and ensure platform design & operations align to the clients legislative, operating licencing, industry standards, and commercial contractual obligations (e.g. GDPR, TSA, IL3, PSN, ISOs)
Service Delivery, Operations & Performance
- Provide end-to-end oversight of platform delivery and operational service
- Act as the client escalation point for platform or service issues
- Drive continuous service improvement (CSI) initiatives across the platform
- Ensure effective Platform Service Availability, Capacity, and Performance Management
- Oversee Capacity Management (including license optimization and its commercial compliance)
- Embed operational excellence and resilience across DevOps and support models
Supplier, Contract & Stakeholder Management
- Manage vendor relationships, particularly with BMC and other client partners
- Ensure contractual obligations and service levels are achieved
- Build strong relationships with client stakeholders and senior leadership
- Communicate effectively across business and technical audiences, ensuring transparency and trust
Experience & Skills
Essential
- Extensive experience in ITSM platform management, ideally within large-scale enterprise environments
- Expertise in BMC Remedy, Helix, and CMDB (on-premise and SaaS)
- Proven track record of leading support and/or engineering teams delivering measurable outcomes
- Strong understanding of ITIL practices (Incident, Change, Problem, Configuration, etc.)
- Experience managing complex stakeholder landscapes and outsourced delivery models
- Demonstrated ability to operate in both stable and high-pressure transformation environments
- Strong financial and commercial acumen
Leadership Attributes
- Highly credible leader with strong technical grounding and real-world experience
- Builds trust through authenticity, integrity, and mutual respect
- Calm and effective under pressure, with pragmatic decision-making ability
- Strong communicator capable of influencing at all organizational levels
- Passionate about people development, collaboration, and team success
Desirable
- Experience in telecommunications or highly regulated industries
- Exposure to platform transformation, cloud migration, or SaaS adoption programmes
- Knowledge of DevOps and agile delivery methodologies
- Experience supporting SOx or similar regulatory frameworks
How To Apply:
It’s easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don’t worry if you need to make changes – you’ll have the opportunity to review and edit your work on the final page, or you can also share resume directly to provided email address. We look forward to receiving your application!
Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions.
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