Job Description Department: IT Service Management n Reports To: Director of Service Management n n Job Summary n The Service Manager will lead and optimise the end-to-end delivery of IT services in alignment with ITIL best practices while also acting as a strategic partner to internal and external customers. This role blends traditional IT service management with customer success principles—ensuring service reliability, high customer satisfaction, proactive engagement, and continuous value delivery.n n Key Responsibilities n Service Management n n Maintain and improve ITIL-based service management processes. n Monitor SLAs, OLAs, KPIs, and deliver performance reporting. n Deliver excel and PowerPoint reports to customers on monthly basis n Lead major incident resolution and root-cause analysis.n Collaborate with technical, security, and application teams. n Drive Continual Service Improvement (CSI). n Act as an escalation point for high-impact issues. n Use ITSM toolsets to automate workflows and improve data quality. n Support audits and compliance assessments. n Understanding of GxP and Pharmacovigilance requirementsn n n Customer Success n n Build trusted,



long-term relationships with business partners. n Act as a strategic advisor to maximise service value. n Monitor customer sentiment and adoption. n Translate feedback into service improvements. n Deliver customer engagement activities.n Ensure clear communication during incidents and changes. n Identify opportunities to enhance service value. n n n Qualifications n n Bachelor's degree in IT, business, or related field. n 5+ years in service management and/or customer-facing roles. n ITIL Foundation v4 required; advanced certifications preferred.n Leadership experience across technical teams. n Experience with major ITSM platforms. n Solid communication, stakeholder, and problem‑solving skills. n n n Preferred Skills n n Advanced ITIL certifications. n PMP/PRINCE2/Lean Six Sigma. n Familiarity with DevOps and cloud platforms.n Knowledge of ISO 20000, COBIT, GDPR. n n n Success Metrics n n SLA compliance across key services. n Reduction in MTTR for major incidents. n High change success rate. n CSAT≥ 4.5/5. n Improved adoption and reduced escalations. n

📌 Service Delivery Manager, Bengaluru (India)
🏢 Important Business
📍 India