ITSM Architect (ManageEngine) – Manager

About the role

We are looking for a senior ITSM Architect to lead the design, implementation and optimisation of our SaaS ITSM platform built on ManageEngine ServiceDesk Plus Cloud. The role will ensure the solution aligns with IT governance, ITIL best practices and supports both ITSM and ITAM processes across the organisation.

Key responsibilities

• Architect and deploy ServiceDesk Plus Cloud (Enterprise) covering Service Catalog, Incident, Request, Change, Problem, Release and SLA management.
• Design the CMDB and Asset Management framework and integrate Endpoint Central Cloud for discovery, patching and license management.
• Create no‑code/low‑code workflows, approvals, automations and orchestration runbooks for common IT tasks.
• Enable AI capabilities (Zia) for virtual agents, auto‑classification and knowledge surfacing.
• Integrate with Entra ID for SSO and provisioning; connect Microsoft 365, Teams and Outlook using SCIM/Graph where applicable.
• Implement monitoring integrations (OpManager, Site24x7 or other REST/API based) for alert‑to‑ticket automation.
• Develop dashboards, reporting and Analytics Plus visualisations for KPI and SLA tracking.
• Lead data migration, environment setup, sandbox/UAT and production promotion.
• Produce documentation, admin playbooks and end‑user guides; deliver training and enablement.
• Govern platform security, roles, compliance and drive continuous improvement.

Required profile

• 7+ years of experience in ITSM/IT Operations, with at least 3 years hands‑on ManageEngine ServiceDesk Plus (Cloud/Enterprise).
• Strong knowledge of ITIL v4 (certifications preferred).
• Proven experience designing Service Catalogs, SLAs, change workflows, problem RCA, CMDB modelling and asset lifecycle management.
• Demonstrated ability to integrate Entra ID/M365, Teams, Outlook and monitoring tools via REST APIs/webhooks.
• Excellent stakeholder management and documentation skills.

Required skills

• ManageEngine ServiceDesk Plus (Cloud/Enterprise)
• ManageEngine Endpoint Central
• ManageEngine Analytics Plus
• ManageEngine OpManager / Site24x7
• Entra ID, Microsoft 365, Teams, Outlook
• SCIM, Graph API, REST API, Webhooks
• PowerShell scripting
• Python programming
• SQL and reporting