The Customer Service Manager is accountable for managing the end-to-end relationship between Infrastructure and Datacenter Services and its internal customers, business stakeholders, technology teams and external service providers. The role ensures that customer requirements are understood, service commitments are delivered, transformation initiatives are coordinated and service performance is transparently communicated. It acts as the primary interface for service governance, stakeholder satisfaction, risk management and continuous improvement.

Key Responsibilities:

- Customer Relationship Management -
- Act as the primary point of contact for customers and stakeholders consuming infrastructure and datacenter services.
- Understand business priorities, operational requirements, service expectations and transformation needs.
- Lead regular service reviews and translate customer feedback into measurable improvement actions.
- Manage expectations through timely, clear and transparent communication

- Service Management & Performance -
- Oversee service delivery and performance against agreed service levels, operational commitments and customer expectations.
- Coordinate resolution of significant service issues, recurring incidents and cross-functional operational challenges.
- Ensure clear ownership and closure of risks, issues, escalations and corrective actions.

Confirm operational readiness, support models and documentation before new services are introduced.
- Infrastructure Transformation -
- Coordinate customer engagement, readiness and adoption for Citrix, MFA, operating system, backup, cloud, hosting, security and datacenter transformation initiatives.
- Validate requirements, feasibility, dependencies, deployment plans and business impacts with all affected stakeholders.
- Maintain an integrated infrastructure roadmap covering milestones,



releases and country deployments

- Governance, Reporting & Financials:
- Lead service governance meetings and support steering committees.
- Produce executive and operational reports, dashboards, KPIs and action trackers.
- Track service costs, project budgets, forecasts and financial performance.
- Escalate material service, delivery, financial and supplier risks through the appropriate forums.

- Stakeholder & Supplier Management -
- Coordinate Infrastructure, Datacenter, Cloud, Cybersecurity, Operations, Architecture, Finance, Procurement and regional teams.
- Manage relationships with service providers, technology vendors and implementation partners.

Monitor supplier performance against contractual and operational commitments and facilitate cross-party issue resolution. Quality & Continuous Improvement

- Develop and maintain service improvement plans based on performance trends, customer feedback and operational priorities.
- Identify opportunities to simplify, standardize, automate, consolidate and optimize infrastructure services and processes.
- Promote consistent IT service management, project governance, documentation and control practices.

Service Outcomes

- Achievement of agreed service levels and customer commitments.
- Timely resolution of customer escalations, recurring incidents and systemic service issues.
- Successful customer readiness and adoption for infrastructure transformation initiatives.
- Accurate, timely and decision-oriented service,



financial and risk reporting.
- Delivery of agreed service improvement actions and measurable improvements in reliability, efficiency and governance maturity.

Required Skills:

- 10 years of experience
- Bachelor's degree in Information Technology, Computer Science, Engineering, Business Administration or a related discipline.
- ITIL certification preferred; PMP, PRINCE2 or equivalent project management qualification desirable.
- Experience in customer service management, IT service delivery, infrastructure operations or a related technology management role.
- Experience managing infrastructure, cloud, hosting, workplace or datacenter services and transformation initiatives.
- Experience working with managed service providers, technology vendors and geographically distributed stakeholders.
- Experience in large international organizations with complex IT landscapes.
- Infrastructure and datacenter operations; service performance and SLA management; project and portfolio coordination.
- Service transition, operational readiness, risk and escalation management, budget tracking and KPI reporting.
- Change management, vendor governance, contract performance and continuous improvement.
- Working knowledge of cybersecurity, identity, virtualization, backup, cloud migration and infrastructure modernization.
- Solid customer orientation, stakeholder management, communication, facilitation and negotiation.
- Ability to translate technical topics into clear business language and influence without direct authority.
- Analytical thinking, structured problem solving, organization and prioritization.
- Ability to work effectively across international, multicultural and cross-functional environments.
- Proactive, accountable, collaborative and continuous-improvement mindset.

📌 Customer Service Manager Infrastructure & Datacenter Services (Gurugram)
🏢 Sodexo
📍 Gurugram