Service Managar

About the Role

The Service Manager is responsible for overseeing the delivery and performance of IT services for key client accounts, ensuring service quality, customer satisfaction, and adherence to SLAs. This full-time, on-site role based in Delhi, India involves coordinating with technical teams to manage incident resolution, change requests, and ongoing maintenance activities.

Key Responsibilities

• Track service metrics and prepare performance reports.
• Lead regular review meetings with clients to address issues, propose improvements, and identify opportunities for value-added services.
• Prioritize and escalate critical incidents.
• Manage service workflows and optimize processes.
• Ensure compliance with company policies and industry standards.
• Collaborate with sales, project management, and operations teams to support new implementations, transitions, and continuous improvement of service delivery.

Requirements & Tech Stack

• Familiarity with ITIL or similar service management frameworks; relevant certification is an advantage.
• Understanding of private/public cloud, IT managed services, and cyber security concepts (e.g., VAPT, SOC, MDR, backup and DR).

Qualifications

• Strong background in IT service management, including incident, problem, and change management.
• Experience managing enterprise clients in domains such as cloud services, ERP, HR solutions, or cyber security.
• Proficiency in monitoring service performance, interpreting metrics, and preparing clear client-facing reports.
• Excellent communication, stakeholder management, and conflict-resolution skills.
• Ability to coordinate cross-functional technical teams and drive timely issue resolution.
• Strong organizational skills, attention to detail, and ability to manage multiple priorities in a fast-paced environment.
• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or a related field; equivalent experience may be considered.
• Prior experience in a Service Manager or similar client-facing role within an IT or technology services company.