Job Description

Department: IT Service Management

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Reports To: Director of Service Management

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Job Summary

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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.

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Key Responsibilities

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Service Management

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- Maintain and improve ITIL-based service management processes.
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- Monitor SLAs, OLAs, KPIs, and deliver performance reporting.
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- Deliver excel and PowerPoint reports to customers on monthly basis
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- Lead major incident resolution and root-cause analysis.
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- Collaborate with technical, security, and application teams.
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- Drive Continual Service Improvement (CSI).
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- Act as an escalation point for high-impact issues.
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- Use ITSM toolsets to automate workflows and improve data quality.
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- Support audits and compliance assessments.
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- Understanding of GxP and Pharmacovigilance requirements
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Customer Success

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- Build trusted,



long-term relationships with business partners.
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- Act as a strategic advisor to maximise service value.
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- Monitor customer sentiment and adoption.
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- Translate feedback into service improvements.
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- Deliver customer engagement activities.
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- Ensure clear communication during incidents and changes.
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- Identify opportunities to enhance service value.
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Qualifications

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- Bachelor's degree in IT, business, or related field.
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- 5+ years in service management and/or customer-facing roles.
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- ITIL Foundation v4 required; advanced certifications preferred.
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- Leadership experience across technical teams.
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- Experience with major ITSM platforms.
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- Robust communication, stakeholder, and problem‐solving skills.
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Preferred Skills

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- Advanced ITIL certifications.
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- PMP/PRINCE2/Lean Six Sigma.
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- Familiarity with DevOps and cloud platforms.
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- Knowledge of ISO 20000, COBIT, GDPR.
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Success Metrics

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- SLA compliance across key services.
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- Reduction in MTTR for major incidents.
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- High change success rate.
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- CSAT ≥ 4.5/5.
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- Improved adoption and reduced escalations.
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📌 Service Delivery Manager (Bengaluru)
🏢 Qinecsa Solutions
📍 Bengaluru