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 requirements
/n /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 explicit 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
- Strong 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)
🏢 Qinecsa Solutions
📍 Bengaluru
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.