Job Description

About Us:
At Stefanini, we are dedicated to delivering exceptional service and innovative solutions that empower our customers to achieve their goals. As a leader in our industry, we pride ourselves on fostering a collaborative and growth-oriented work environment.We are seeking a dynamic and experienced TSM Manager to join our team and drive excellence in technical service management and customer satisfaction. Position Overview:
As the TSM Manager you will be responsible for leading and overseeing our Technical Service Management (TSM) team. Your leadership will be pivotal in fostering individual growth, enhancing cross-functional collaboration, and driving strategic growth within our service portfolio. Additionally, you will play a key role in improving processes, governance, and customer engagement.Key Responsibilities:Leadership & Management:* Lead and mentor the Technical Service Management team, promoting individual growth through mentorship, constructive feedback, and tailored development plans.* Facilitate cross-functional collaboration to enhance customer success by implementing structured service delivery processes.* Monitor and evaluate the outputs of the Service Excellence Group division to ensure alignment with operational objectives.Strategic Growth & Portfolio Management:* Drive the growth of the account portfolio by expanding revenue streams and diversifying service offerings.* Partner with Qualified Services teams to create innovative service solutions that leverage emerging technologies,



including AI and automation.* Enhance account performance and customer satisfaction through targeted strategies.Onboarding & Development:* Continuously refine the TSM onboarding process for maximum effectiveness and efficiency.* Develop and implement apprenticeship programs utilizing Senior TSMs in a train-the-trainer capacity.* Set clear direction and measurable goals for TSMs at all levels to ensure alignment with team objectives.Governance & Process Improvement:* Spearhead the maturity journey of internal processes, organizing work into logical segments for efficient delivery.* Manage program-level issues and risks through consistent reporting, monitoring, and governance frameworks.* Create and update policies, Standard Operating Procedures (SOPs), and governance structures to align with customer requirements.Customer Management:* Engage in high-level communications with senior customers, ensuring service delivery aligns with their expectations.* Participate to tactical and strategic governance calls with customers* Establish and implement performance objectives for regional customer engagement alongside an effective operating model.* Serve as a liaison between internal teams and customer stakeholders to ensure successful program delivery.

* Bachelor"s degree in Engineering, Computer Science, or a related field. A Master"s degree is a plus.

* Proven experience (10+ years) in a leadership role within Technical Service Management

* Previous experience in managing large customers with complex services and technologies

* Strong understanding of service delivery processes, customer engagement, and account management.

* Excellent communication, interpersonal, and organizational skills.

* Ability to drive strategic initiatives and foster collaboration across teams.

* Familiarity with emerging technologies, including AI and automation, is highly desirable.

📌 Technical Services Manager (Noida)
🏢 Stefanini Group
📍 Noida