For more than 40 years, Accelya has been the industry’s partner for change, simplifying airline financial and commercial processes and empowering the air transport community to take better control of the future. Whether partnering with IATA on industry-wide initiatives or enabling digital transformation to simplify airline processes, Accelya drives the airline industry forward and proudly puts control back in the hands of airlines so they can move further, faster.
Role Purpose
As Manager - Service Management at Accelya, you will lead the service management team, governing ITIL processes across incident, problem, change and service request management and driving excellence in service delivery.
Duties & Responsibilities
Lead and manage the service management team, providing direction, coaching and performance management
Own ITIL service management processes, ensuring SLAs are defined, monitored and consistently met
Drive automation and AI adoption (ServiceNow AI or equivalent, Dynatrace or equivalent, PagerDuty AI or equivalent) to improve service detection and resolution
Define service management standards, governance and reporting frameworks
Report on service quality, SLA performance and operational risk to senior leadership
Lead service improvement initiatives, using data and customer feedback to drive measurable quality improvements
Manage relationships with key technology partners on service management tooling and support
Required Experience & Skills
7–10 years of service management experience, with at least 3 years managing an ITSM team
Proven track record of delivering service quality and SLA compliance
Deep ITIL expertise and experience with AI-powered ITSM platforms
Solid leadership, analytics and stakeholder management skills
ITIL Foundation or Practitioner; Bachelor's degree in IT or related field
Preferred Experience & Skills
Proven experience implementing AI-powered ITSM platforms (ServiceNow AI or equivalent, Dynatrace or equivalent AI or equiva
📌 Manager - Service Management (Mumbai)
🏢 Accelya
📍 Mumbai
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