Quick Summary
Overview
Key Responsibilities Customer & Service Management Build a strong understanding of customer business needs and service requirements.
Technical Tools
OtherService Manager
Responsibilities
~1 min read- Build a strong understanding of customer business needs and service requirements.
- Conduct regular service review meetings and drive stakeholder engagement.
- Manage service escalations, major incidents, and delivery issues.
- Drive service improvement initiatives to enhance customer satisfaction.
- Communicate service updates, operational changes, metrics, and improvement initiatives effectively.
- Define, monitor, and report service quality metrics and KPIs.
- Govern end-to-end IT service delivery across enterprise applications, cloud, SaaS, and digital platforms.
- Partner with Product Owners, DevOps, Infrastructure, Security, and Support teams to ensure reliable service delivery.
- Manage Service Catalogues, SLAs, KPIs, and operational reporting.
- Coordinate operational change requests and service transitions.
- Ensure SLA compliance and delivery performance across supported services.
- Drive continuous improvement initiatives using operational metrics, customer feedback, and service analytics.
- Promote Agile, DevOps, Lean, and ITIL best practices.
- Support Agile, Cloud, DevOps, ITSM, and operational capability development.
- Drive service quality, governance, and operational excellence.
- Support compliance with organizational policies, audit requirements, and internal procedures.
Requirements
~1 min read- Bachelor's degree in Information Technology, Computer Science, Business Administration, Engineering, or a related discipline.
- Master's degree is preferred.
- Minimum 5 years of experience in IT Service Delivery, Technology Operations, or Digital Delivery within an SSC, GCC, or BPO environment.
- Overall experience of 8+ years in technology service delivery is preferred.
- Experience working with Agile, DevOps, Cloud, and SaaS environments.
- Proven track record of delivering enterprise IT services and meeting SLA/KPI commitments.
- Experience managing enterprise stakeholders and cross-functional technology teams.
- IT Service Management (ITIL)
- Service Delivery Management
- Incident, Problem, Change, and Release Management
- Operational Governance
- Stakeholder Management
- Customer Relationship Management
- Continuous Improvement
- Service Excellence
- ServiceNow
- Jira
- Confluence
- Azure DevOps
- Microsoft 365
- Power BI / Dashboarding tools
Nice to Have
~1 min read- ITIL Foundation / ITIL v4
- Scrum / Agile Certification
- SAFe Certification
- PMP
- PRINCE2
- Lean Six Sigma
- SLA and KPI achievement
- Customer satisfaction
- Service quality and operational stability
- Effective incident and escalation management
- Continuous improvement initiatives
- Operational efficiency
- Stakeholder satisfaction
Location & Eligibility
Where is the job
Bangalore, India
On-site at the office
Who can apply
IN
About this job
- Who can apply
- India
- Posted
- 23 days ago
Listing Details
- Posted
- September 27, 2026
- First seen
- September 29, 2026
- Last seen
- September 30, 2026
Posting Health
- Days active
- 21
- Repost count
- 0
- Trust Level
- 19%
- Scored at
- October 21, 2026
Signal breakdown
freshnesssource trustcontent trustemployer trust
External application
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