Title: Manager - Service Management

Location: Mumbai

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.

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
- Robust 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 improvement and demonstrate service management value
- Deep knowledge of ITSM best practices in airline technology environments and how leading providers manage service quality
- Understanding of how AI will reshape service management — including autonomous incident resolution, AI-managed change advisory and intelligent problem management

What do we offer?
- An open culture with a creative and challenging opportunity to satisfy your intellectual needs
- Flexible working hours
- Smart working: a hybrid remote/office working environment
- Work-life balance
- An excellent, dynamic and multicultural setting to work in

About Accelya

Accelya is a leading global software provider to the airline industry, powering over 200 airlines with an open, modular software platform. Owned by Vista Equity Partners, we bring together 2,000+ employees across 10 global offices. We are proud partners of AWS and pioneers in NDC expertise. Find out more at www.accelya.com

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