Service lead

Contract

Mumbai (ONLY)

Key Responsibilities

Lead end-to-end IT service delivery and ensure high-quality support services.

Manage daily service operations, including Incident, Problem, Change, and Request Management.

Monitor and ensure compliance with Service Level Agreements (SLAs), KPIs, and Operational Level Agreements (OLAs).

Serve as the primary escalation point for critical incidents and major service disruptions.

Coordinate with technical teams, vendors, and business stakeholders to ensure timely issue resolution.

Conduct regular service review meetings with customers and internal stakeholders.

Drive continual service improvement initiatives to enhance service quality and operational efficiency.

Prepare and present service reports, dashboards, and performance metrics.

Lead root cause analysis (RCA) for major incidents and implement preventive actions.

Ensure adherence to ITIL best practices, organizational policies, and compliance requirements.

Mentor, coach,



and develop service delivery teams to improve performance and productivity.

Identify automation prospects and implement process improvements to reduce manual effort.

Support capacity planning, resource management, and transition of recent services into operations.

Collaborate with project teams during service transition and production deployments.

Manage customer expectations and maintain high levels of customer satisfaction.

Required Skills

IT Service Delivery Management

ITIL Framework (Incident, Problem, Change & Request Management)

SLA, KPI & OLA Management

Major Incident Management

Service Operations & Governance

Stakeholder & Customer Management

Vendor Management

Root Cause Analysis (RCA)

Risk & Compliance Management

Team Leadership & People Management

Service Reporting & Dashboard Management

Continuous Service Improvement (CSI)

📌 Service Lead Contract Mumbai Only
🏢 AceStack
📍 Mumbai