IT Service Introduction, Performance and Governance Specialist

Life tastes better with ice cream

With 19.000 expert ice cream colleagues and iconic brands like Wall’s, Cornetto and Ben & Jerry’s, loved in 76 countries, we are the world’s largest Ice Cream company leading the industry.
 
We create iconic ice cream brands that are part of everyday life, bringing moments of joy to millions of people around the world. Everybody loves ice cream. And as the world’s biggest pure‑play ice cream company, we have the scale and ambition to make a real difference. 

What truly sets us apart is how we work. 

We move fast and keep things simple. We turn ideas into action, trust people to take ownership, and work as one team to win together with integrity. Our culture is high‑performance, collaborative and focused on getting things done. 

We’re curious and ready for what’s next. We embrace digital, use data to make better decisions, and keep learning, including how AI can help us work smarter and serve consumers better.  

Looking for Your Dream Job?

Join Our Ice Cream Team!

Job Title: IT Service Introduction, Performance & Governance Specialist
Location: Pune, India
Reports to: Head of IT Service Management
Role Overview:
We are seeking an experienced IT Service Introduction, Performance & Governance Specialist to lead, service integration, technology vendor governance and performance management. This role will ensure seamless introduction of new IT services, drive operational excellence through AI and automation, and maintain robust governance frameworks aligned with business objectives.
 

Key Responsibilities:
Service Introduction & Process Design
•Define and implement ITSM processes for new service introduction, ensuring alignment with ITIL and organizational standards.
•Collaborate with project teams to integrate new services into the existing IT ecosystem.
•Develop documentation, workflows, and governance models for service transition.

Vendor Governance & SIAM
•Act as the primary point of contact for technology IT vendor governance under SIAM principles.
•Monitor vendor performance against contractual obligations including service credits.
•Conduct regular governance meetings and maintain transparency across stakeholders.
•Maintain, manage and report base and incremental operating costs for all new services.

Performance Management
•Track and report KPIs, SLAs, and operational metrics to senior management.
•Implement continual service improvement (CSI) initiatives to optimize service delivery.
•Drive accountability during Major Incident Management, ensuring timely resolution and root cause analysis.

AI & Automation
•Introduce AI-driven tools and automation to streamline ITSM processes (incident categorization, predictive analytics, self-healing systems).
•Identify opportunities for AIOps and automation in service lifecycle.
•Maintain foundational knowledge of AI and emerging technologies to support innovation.

Governance & Compliance
•Ensure compliance with IT governance frameworks (COBIT, ITIL, ISO/IEC 20000).
•Conduct audits and risk assessments for IT services and vendors.
•Maintain documentation for governance, cybersecurity, and regulatory requirements.

Qualifications & Experience:
•Education: Bachelor’s degree in IT, Computer Science, or related field; MBA or ITIL certification preferred.
•Experience: 8–10 years in IT Service Management, vendor governance, and service introduction.
•Industry: Consumer Packaged Goods (CPG) experience is highly desirable.
•Certifications: ITIL v4, SIAM Foundation; AI certification is a plus.

Technical Skills:
•Strong understanding of ITSM tools (ServiceNow, BMC, etc.)
•Familiarity with AI/automation platforms and AIOps concepts.
•Knowledge of governance frameworks (COBIT, ISO 27001).
 

Soft Skills:
•Excellent communication, stakeholder management, analytical thinking, and leadership.
•Exceptional PowerPoint Presentation skills.
•Experience of tools like Canva will be a big plus

Preferred Competencies:
•Expertise in multi-vendor governance and contract management.
•Ability to manage strategic, tactical, and operational layers of SIAM governance.
•Strong problem-solving skills and experience in Major Incident Management.
•Knowledge of data-driven decision-making and KPI reporting.

ARE YOU EXCITED TO CRAFT THE ICE CREAM FUTURE?

TMICC embraces diversity and encourages applicants from all walks of life. This means giving full and fair consideration to all applicants and continuing development of all employees regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity. 

Interested candidates are invited to submit their resume and cover letter detailing their relevant experience and qualifications to TMICC’s career portal.

#TMICC

Why join us?

This is a place for people who are passionate about ice cream and are growth obsessed - both for the business and for themselves. People who act like an owner and drive our business end-to-end. People who are driven by success to deliver more than we ever thought we could! 

You’ll thrive here if you value an inclusive culture, with low ego and hierarchy - and if you’re excited to continuously learn and challenge how we work, using digital, data, and new thinking to push us forward.

- Roles with real accountability and visible impact
- Free to move fast, experiment and challenge how things are done
- Continuous learning and development as the business grows
- Reward linked to performance and contribution.

Your career here is shaped by what you deliver, as you work across functions and markets and grow with the business.

Ready to build the future of Ice Cream?

If this sounds like the place where you'd thrive, we'd love to hear from you. Apply online and share your CV. We'll review your application and be in touch with the next steps.

If you are an individual with a disability and require assistance at any time during our recruitment process, please let your Talent Acquisition Partner know.

Additional information

The Magnum Ice Cream Company is an Equal Opportunity Employer. We embrace diversity and are committed to creating an inclusive environment where everyone can do their best work regardless of age, disability, gender identity, race, religion, sexual orientation, or any other protected characteristic.