Key Responsibilities

Customer & Service Management

- Build a robust understanding of customer business needs and service requirements.
- Conduct regular service review meetings and drive stakeholder engagement.
- Manage service escalations, major incidents, and delivery issues.
- Drive service improvement initiatives to enhance customer satisfaction.
- Communicate service updates, operational changes, metrics, and improvement initiatives effectively.
- Define, monitor, and report service quality metrics and KPIs.

Technology Delivery Management

- Govern end-to-end IT service delivery across enterprise applications, cloud, SaaS, and digital platforms.
- Partner with Product Owners, DevOps, Infrastructure, Security, and Support teams to ensure reliable service delivery.
- Manage Service Catalogues, SLAs, KPIs, and operational reporting.
- Coordinate operational change requests and service transitions.
- Ensure SLA compliance and delivery performance across supported services.

Continuous Improvement & Operational Excellence

- Drive continuous improvement initiatives using operational metrics, customer feedback, and service analytics.
- Promote Agile, DevOps, Lean, and ITIL best practices.
- Support Agile, Cloud, DevOps, ITSM, and operational capability development.
- Drive service quality, governance, and operational excellence.
- Support compliance with organizational policies, audit requirements, and internal procedures.

Qualifications





- Bachelor's degree in Information Technology, Computer Science, Business Administration, Engineering, or a related discipline.
- Master's degree is preferred.

Experience

- Minimum 5 years of experience in IT Service Delivery, Technology Operations, or Digital Delivery within an SSC, GCC, or BPO environment.
- Overall experience of 8+ years in technology service delivery is preferred.
- Experience working with Agile, DevOps, Cloud, and SaaS environments.
- Proven track record of delivering enterprise IT services and meeting SLA/KPI commitments.
- Experience managing enterprise stakeholders and cross-functional technology teams.

Required Skills

Functional

- IT Service Management (ITIL)
- Service Delivery Management
- Incident, Problem, Change, and Release Management
- Operational Governance
- Stakeholder Management
- Customer Relationship Management
- Continuous Improvement
- Service Excellence

Technical

- ServiceNow
- Jira
- Confluence
- Azure DevOps
- Microsoft 365
- Power BI / Dashboarding tools

Preferred Certifications

- ITIL Foundation / ITIL v4
- Scrum / Agile Certification
- SAFe Certification
- PMP
- PRINCE2
- Lean Six Sigma

Success Measures

- SLA and KPI achievement
- Customer satisfaction
- Service quality and operational stability
- Effective incident and escalation management
- Continuous improvement initiatives
- Operational efficiency
- Stakeholder satisfaction

📌 Service Manager GBS ITS (Bengaluru)
🏢 Fresenius Medical Care
📍 Bengaluru