Job Description Department: IT Service Management
n Reports To: Director of Service Management
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 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 requirements
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 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 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 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)
🏢 Qinecsa Solutions
📍 Bengaluru