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 transparent 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 ex

📌 Customer Service Manager Infrastructure (Mumbai)
🏢 Sodexo
📍 Mumbai