Senior Principal Consultant - Service Integration Management
Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Inviting applications for the role of Senior Principal Consultant - Service Integration Management.
In this role, you will be responsible for coding, testing, and delivering high quality deliverables, and should be willing to learn new technologies.
Responsibilities
* Establish and govern the SIAM framework, ensuring seamless service delivery across multiple vendors, IT teams, and business units.
* Define and implement service integration processes, including Incident, Problem, Change, Release, and Capacity Management in a multi-vendor ecosystem.
* Develop and maintain Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs) for all IT service providers.
* Ensure adherence to ITIL best practices and drive a culture of continuous improvement.
* Serve as the primary interface between service providers, internal IT teams, and business stakeholders.
* Define clear roles, responsibilities, and accountability matrices (RACI models) for all service providers.
* Lead governance meetings, service reviews, and escalation processes for IT service performance.
* Ensure seamless service transitions, contract negotiations, and vendor compliance with agreed SLAs and standards.
* Monitor, analyze, and report on service performance metrics, operational risks, and compliance.
* Conduct root cause analysis (RCA) and problem management to eliminate recurring issues.
* Drive automation, AI, and self-service adoption to improve service efficiency and reduce operational costs.
* Implement service improvement initiatives to enhance end-user experience and business productivity.
* Oversee the configuration and optimization of ITSM tools (e.g., ServiceNow, BMC Remedy, Jira, Ivanti).
* Standardize and enforce process workflows, reporting structures, and escalation matrices.
* Ensure integration of ITSM with monitoring, cloud, and security platforms to enhance service visibility.
* Ensure service providers comply with ISO 27001, GDPR, ITIL, COBIT, and other regulatory frameworks.
* Define and enforce risk management strategies for IT service operations.
* Drive compliance with cybersecurity policies, access controls, and data protection regulations.
Qualifications we seek in you!
Minimum Qualifications
* BE/B Tech/MCA
* Excellent written and verbal communication skills
Preferred Qualifications/Skills
* Extensive experience in multi-vendor service integration, outsourcing, and service transition management.
* Proven track record of leading global IT service teams in a complex enterprise environment.
* Strong expertise in SIAM models, ITIL processes, and digital transformation strategies.
* Deep knowledge of ITSM tools (e.g., ServiceNow, BMC Remedy, Ivanti, Cherwell, Jira Service Desk).
* Strong expertise in governance frameworks, performance management, and contract negotiations.
* Experience in cloud-based service integration (AWS, Azure, Google Cloud).
* Excellent stakeholder management and executive-level communication skills.
* Leadership & strategic thinking.
* Problem-solving & analytical mindset.
* Effective communication & presentation.
* Bachelor’s or Master’s degree in Computer Science, Information Technology, or related field.
* Certifications: ITIL v4 Expert / SIAM Foundation or Professional / PMP / COBIT / ISO 20000 / TOGAF (Preferred).
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at www.genpact.com and on X, Facebook, LinkedIn, and YouTube.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Business Consulting and Services, Software Development, and IT Services and IT Consulting
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