Project Role : Service Management Lead

Project Role Description : Lead the delivery of programs, projects or managed services. Coordinate projects through contract management and shared service coordination. Develop and maintain relationships with key stakeholders and sponsors to ensure high levels of commitment and enable strategic agenda

Must have skills : ServiceNow

Valuable to have skills : NA

Minimum 12 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Summary:

Service Operations Manager - Role Purpose

Own and protect end-to-end service delivery performance across L2, L3, and L4 support tiers

Sole accountable owner for SLA compliance, penalty management, KPI governance, SLA exemptions, and stakeholder satisfaction

Drive a data-led, automation-first service culture with measurable outcomes

Key Responsibilities & Requirements -

Service Operations

Manage daily operations across L2, L3, and L4 support services with full accountability for delivery quality

Govern Incident, Request, Problem, Change,



and Major Incident Management processes per defined standards

Drive service stability, reduce MTTR, and eliminate recurring failures through structured problem management

Own the ticket backlog — enforce prioritization, ageing controls, and closure quality standards

SLA Ownership & Penalty Management

Proven hands-on experience managing SLAs, contractual KPIs, penalty governance, and SLA exemption processes

Own all contractual SLAs end-to-end — maintaining Green status across all service lines at all times

Actively manage and defend SLA exemption requests — validate, document, and negotiate exemptions where applicable

Track penalty exposure in real time trigger pre-emptive actions to prevent financial penalties before breach windows open

Maintain a penalty register — document all near-misses, breaches, root causes, and remediation actions

Lead monthly/quarterly SLA review governance — present performance data, tre

📌 Service Management Lead (Bengaluru)
🏢 Accenture in India
📍 Bengaluru