Hiring: Service Manager – International | Night Shift

Location:Thane

About the Role

We are looking for an experienced Service Manager to lead a 50+ member team managing premium/HNI customers across international markets. The role will own service delivery, sales, customer experience, process excellence, and business outcomes.

Key Responsibilities

- Own P&L;, service delivery, quality, productivity, and business metrics.
- Lead, coach, and manage a 50+ member team.
- Drive sales targets, value & volume selling, upselling, and revenue growth.
- Manage premium/HNI customer experience and critical escalations.
- Improve key metrics including CSAT, AHT, SLA, Quality, Shrinkage, and Attrition.
- Drive process improvements through data, technology, and automation.
- Build scalable processes and ensure consistent service quality.

Requirements
- 4–7 years of experience in Service Operations,



Customer Experience, Contact Center, BPO, or similar roles.
- Experience managing large teams.
- Prior experience handling international processes/customers preferred.
- Robust exposure to sales, value & volume selling.
- Good understanding of quality and operational metrics.
- Strong leadership, analytical, communication, and escalation-management skills.
- Experience with HNI/VIP/premium customers is an advantage.
- Bachelor’s degree required.
- Willingness to work night shifts.

Key Skills International Operations | Customer Service | Team Management | Sales | P&L; | HNI/VIP Customers | CSAT | AHT | SLA | Quality | Process Improvement | Escalation Management

📌 Service Manager-International (Mumbai)
🏢 Digivance Solutions
📍 Mumbai