Job Description - Manager - Service Management (Cargo)
Location: Mumbai

Role Purpose
The Manager - Service Management, leads the team of professionals at Accelya that take care of customers/airline’s issues faced when they are using Accelya’s Cargo system. The objective of this group is to resolve the issues at the earliest and ensure that the customer’s system is performing optimally.

The overall process of incident management involves governing processes across incidents, problems, change and service request management and driving excellence in service operations.

Duties & Responsibilities
Lead and manage the group, providing direction, coaching and performance management
Work in close partnership with engineering, infrastructure and other teams to resolve issues for customers
Ensure customer issues are resolved within agreed SLAs, monitored and consistently met
Report on service quality, SLA performance and operational risk to senior leadership
Drive automation and AI adoption to improve service detection and restoration




Utilize the ITIL service management standards & processes to improve the governance and reporting
Lead service improvement initiatives, using data and customer feedback to drive measurable quality improvements
Lead customer meetings including (not limited to) business reviews, escalations etc.

Required Experience & Skills
10-15 years of experience managing customer support, with at least 5 years of people management
Strong experience on working with CRM based ticketing tools, supporting Tier-1 ERP applications
Proven track record of delivering service quality and SLA compliance
Solid leadership, analytics and stakeholder management skills
Bachelor’s degree in IT or related field
Excellent verbal and written communication skills.
Analytical and critical-thinking mindset.
Ability to multitask and prioritize effectively.

Preferred Experience & Skills
Experience in airline cargo domain
Exposure to ITIL practices and experience with AI-powered I

📌 Operations Manager (Mumbai)
🏢 Accelya
📍 Mumbai