Job Summary

As a Customer Service Manager (CSM) with a focus on AI in IT, you will play a pivotal role in driving the adoption and integration of AI-led solutions across service delivery operations. You will serve as the primary interface between clients and internal teams, ensuring customer satisfaction, managing delivery governance, and leveraging AI tools to improve service quality, efficiency, and scalability.

Role Overview

We are seeking an IT Project Manager with strong communication skills and a techno-functional mindset to manage and deliver projects in a product-based environment. The role requires hands-on ownership, the ability to engage in technical discussions, and effective coordination across teams to ensure timely and high-quality delivery.

Key Responsibilities

- - Plan, execute, and track IT projects aligned with product and business goals
- Create and maintain project plans, timelines, presentations, and documentation
- Lead techno-functional discussions; understand requirements and explain them clearly to stakeholders
- Manage scope, dependencies, risks, and delivery milestones
- Estimate efforts, track progress, and provide effort justification as required
- Ensure efficient resource utilization and workload planning
- Actively intervene to resolve issues, remove blockers, and support teams when needed




- Track projects using JIRA or similar tools and provide regular status updates
- Coordinate with engineering, QA, and other teams for smooth releases
- Be flexible to extend working hours when project demands require.

Required Skills & Knowledge
- - Excellent communication, behavior, and stakeholder management skills
- Robust project planning, presentation, and documentation capabilities
- Techno-functional understanding of systems and workflows
- Basic to intermediate knowledge of SQL
- Understanding of system integrations (APIs, third-party integrations, MQ)
- Familiarity with web servers, deployments, and application flows
- Experience with JIRA or similar project tracking tools
- Good understanding of SDLC and Agile / hybrid delivery models
- 10+ years of experience in IT service delivery or customer-facing roles.

Preferred Qualifications:
- - Bachelors degree in Computer Science, IT, or related field.
- ITIL Certification (Foundation or above) preferred.
- Experience working with BFSI sector

Location: Gurgaon Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Customer Service Manager (Gurugram)
🏢 Intense Technologies
📍 Gurugram