Title: Manager - Service Management
Location: Mumbai
Job Description Summary
The Manager - Service Management leads the service management team at Accelya, overseeing ITIL-aligned processes and ensuring high-quality, reliable IT service delivery to airline software customers.
Job Description
Role Purpose
As Manager - Service Management at Accelya, you will lead the service management team, governing ITIL processes across incident, problem, change and service request management and driving excellence in service delivery.

Duties & Responsibilities
• Lead and manage the service management team, providing direction, coaching and performance management
• Own ITIL service management processes, ensuring SLAs are defined, monitored and consistently met
• Drive automation and AI adoption (ServiceNow AI or equivalent, Dynatrace or equivalent, PagerDuty AI or equivalent) to improve service detection and resolution
• Define service management standards, governance and reporting frameworks
• Report on service quality, SLA performance and operational risk to senior leadership




• Lead service improvement initiatives, using data and customer feedback to drive measurable quality improvements
• Manage relationships with key technology partners on service management tooling and support

Required Experience & Skills
• 7–10 years of service management experience, with at least 3 years managing an ITSM team
• Proven track record of delivering service quality and SLA compliance
• Deep ITIL expertise and experience with AI-powered ITSM platforms
• Solid leadership, analytics and stakeholder management skills
• ITIL Foundation or Practitioner; Bachelor's degree in IT or related field

Preferred Experience & Skills
• Proven experience implementing AI-powered ITSM platforms (ServiceNow AI or equivalent, Dynatrace or equivalent AI or equivalent) with measurable improvements in service quality and SLA performance
• Track record of using service analytics and AI insights to drive continuous imp

📌 Manager-Service Management (Mumbai)
🏢 Accelya
📍 Mumbai