The Service Manager (SM) is the primary owner of the customer relationship, system health, satisfaction, and service-led growth for all assigned accounts. This is a techno-commercial role demanding a professional who is equally at ease conducting a deep-dive SLA performance review with a customer IT head, identifying a cross-sell prospect in a business conversation, and driving a structured change management process internally. The SM transforms each assigned account from a transactional engagement into a strategic partnership delivering measurable value, building multi-level relationships, and contributing directly to Innefu's revenue growth from existing customers.

Core Responsibilities

A. ACCOUNT OWNERSHIP & SERVICE EXCELLENCE
- Own end-to-end service delivery, SLA adherence, system health, and customer satisfaction for all assigned accounts.
- Proactively monitor system health dashboards and pre-empt issues before they escalate to customer visible incidents.




- Ensure P1 incidents are acknowledged within 60 minutes of detection and resolved within 8 hours; P2 within 24 hours personally driving closure with internal technical teams.
- Drive zero unplanned critical outages through robust change management, preventive maintenance, and proactive monitoring aligned to ITIL 4 practices.
- Maintain CMDB, deployment architecture records, and asset registers with 95% accuracy for all assigned accounts.
- Conduct and document weekly system health reviews with the Business Associate (BA); report account health to the Cluster Head every week.

B. CUSTOMER RELATIONSHIP BUILDING & KNOWLEDGE EVANGELISM
- Build and maintain structured engagement maps covering direct functional users, customer IT teams, establishment contacts, procurement, and senior leadership across all assigned accounts.
- Plan and execute a minimum of one Customer Knowledge Session (CKS) per month per account covering product training, feature walkthroughs, process best practices, or cybersecurity awaren

📌 Technical Service Manager (Ahmedabad)
🏢 Innefu Labs
📍 Ahmedabad