​​​ ​​​​​: Service Manager

Role Purpose

The Service Manager is responsible for ensuring stable, compliant, and high-quality IT service delivery by governing service performance, managing service management processes, and coordinating with internal stakeholders and service providers to meet agreed service levels and business requirements.

Preferred Skills & Experience

- Robust understanding of ITIL / ITSM processes.
- Experience in managing IT operations or service delivery environments.
- Good analytical, communication, and stakeholder management skills.
- Experience with incident, change, problem, and service level management.
- Familiarity with ticketing and monitoring tools.
- Ability to work with cross-functional teams and external vendors.
- ITIL certification preferred.

Key Responsibilities

1. Service Delivery & Performance Management

- Monitor end-to-end service delivery across assigned services or service groups.
- Ensure services are delivered in line with agreed service levels and operational expectations.
- Identify service risks, issues, and improvement opportunities.
- Coordinate corrective and preventive actions with service providers.

2. ITIL / Service Management Process Ownership

The Service Manager is responsible for governing and overseeing the execution of core IT Service Management (ITSM) processes, ensuring consistency, quality, and compliance across services.

Incident Management

- Ensure effective handling of incidents to restore services within agreed timelines.
- Monitor incident trends, major incidents, and recurring issues.
- Ensure proper communication and escalation during major incidents.

Problem Management

- Oversee identification of root causes for recurring incidents.
- Ensure problems are logged, analyzed, and resolved.
- Track implementation of permanent fixes and preventive actions.

Change Management

- Ensure all changes are assessed, approved, scheduled, and implemented in a controlled manner.




- Participate in or support Change Advisory Board (CAB) activities.
- Minimize service disruption caused by changes.

Service Request Management

- Ensure standard service requests are fulfilled efficiently and consistently.
- Monitor request volumes, turnaround times, and user satisfaction.

Event & Monitoring Management

- Ensure service monitoring and alerting mechanisms are in place.
- Review events and alerts to proactively prevent service degradation.

Service Level Management

- Ensure service levels are defined, measured, reported, and reviewed.
- Track service level performance and initiate improvement actions where targets are missed.

3. Continual Service Improvement (CSI)

- Identify improvement opportunities across services and processes.
- Support development and tracking of Service Improvement Plans (SIPs).
- Monitor effectiveness of implemented improvements.

4. Demand, Capacity & Availability Management

- Support forecasting of service demand and capacity requirements.
- Ensure services are designed and operated to meet availability and performance needs.
- Coordinate with providers to address capacity constraints.

5. Governance, Escalation & Risk Management

- Ensure compliance with governance standards, policies, and audit requirements.
- Manage operational escalations and drive timely resolution.
- Identify operational and service delivery risks and ensure mitigation actions are implemented.
- Support vendor governance and performance reviews.

6. Stakeholder & Vendor Management

- Act as a key point of contact for business stakeholders and service providers.
- Coordinate across teams to ensure alignment on priorities and service expectations.
- Conduct regular service review meetings with vendors and internal stakeholders.
- Ensure vendor deliverables meet contractual and operational commitments.

7. Reporting & Metrics Management

- Prepare and publish service performance reports and dashboards.
- Track KPIs, SLAs, OLAs, incident trends, availability, and service quality metrics.
- Provide insights and recommendations for operational improvements.

📌 Service Process Manager (Noida)
🏢 Topcoder
📍 Noida