**Key Responsibilities** **Customer & Service Management** + Build a strong 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 workplace. + 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