​​​ ​​​​​Job Description: Service Manager
Role Purpose

The Service Manager is responsible for ensuring secure, 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
- Strong 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

📌 Service Process Manager (Noida)
🏢 Topcoder
📍 Noida