Job Summary

The Service Manager - Enterprise owns the customer relationship, solution health, satisfaction and revenue growth for assigned private-sector accounts. This is a techno-commercial role. The person must be equally at ease running an SLA review with a bank's CIO office, spotting an upsell in a business conversation, and leading an AI/LLM proof of concept (POC) to a successful close. The goal is to turn each account from a vendor contract into a strategic partnership that delivers measurable value and repeat revenue for Innefu.

Mandate

Techno-Commercial Account Leadership. In line with the Innefu Service Management Policy Framework, the Service Manager - Enterprise must move across five dimensions: Reactive incident firefighter; Structured problem manager and trusted account partner; Single-point customer contact; 360 multi-level relationship builder (CXO, business, IT, risk, procurement); Ad-hoc reporting; Proactive, insight-led advisor; Cost centre role; Revenue enabler and driver of upsell, cross-sell and renewals; Product support; AI adoption partner who scopes, runs and converts POCs.

Core Responsibilities

- A. Account Ownership Service Excellence - Own end-to-end service delivery, SLA adherence, solution health and customer satisfaction for all assigned enterprise accounts.
- A. Account Ownership Service Excellence - Monitor system health dashboards and fix issues before they become customer-visible incidents.
- A. Account Ownership Service Excellence - Acknowledge P1 incidents within 60 minutes and resolve within 8 hours; resolve P2 within 24 hours personally driving closure with internal teams.
- A. Account Ownership Service Excellence - Drive zero unplanned critical outages through change management, preventive maintenance and monitoring aligned to ITIL 4.
- A. Account Ownership Service Excellence - Maintain CMDB, deployment architecture and asset records with 95% accuracy.
- A. Account Ownership Service Excellence - Meet customer-specific compliance needs (e.g. RBI guidelines, data privacy under the DPDP Act, ISO 27001, SOC 2, client audit requests).
- A. Account Ownership Service Excellence - Run weekly health reviews with the Business Associate (BA) and report account health to the reporting manager every week.
- B. Customer Relationship Management - Build engagement maps across business heads, CIO/CTO/CISO offices, IT and data teams, risk and compliance, procurement and senior leadership.
- B. Customer Relationship Management - Run at least one Customer Knowledge Session (CKS) per month per account product training, new features, best practices or AI awareness.
- B. Customer Relationship Management - Run bi-annual workshops on cybersecurity, AI governance, compliance updates and industry trends.
- B. Customer Relationship Management - Use every session to show product value, present new capabilities and spot gaps Innefu can solve.
- B.



Customer Relationship Management - Keep a live stakeholder register (roles, influence, engagement history) updated in CRM within 24 hours of each interaction.
- B. Customer Relationship Management - Manage relationships with international customers across time zones and cultures, with confidence in global business settings.
- C. Account Management Revenue Growth - Understand each customers business, competition, regulators and digital/AI roadmap in depth.
- C. Account Management Revenue Growth - Listen for pain points, new projects and organisational changes that map to Innefus products and services.
- C. Account Management Revenue Growth - Identify, qualify (BANT: Budget, Authority, Need, Timeline) and lead upsell, cross-sell and expansion opportunities with the Sales team.
- C. Account Management Revenue Growth - Build and own an Annual Account Growth Plan (AAGP) per major account: current revenue, growth opportunities, stakeholder map and renewal calendar.
- C. Account Management Revenue Growth - Ensure 100% subscription / AMC / contract renewals on or before the due date; work to increase renewal value year on year.
- C. Account Management Revenue Growth - Log all interactions, leads and opportunities in CRM within 24 hours; no stale records older than 2 weeks.
- D. AI Solutions POC Leadership - Understand what enterprise customers now expect from AI GenAI, LLM-based assistants, RAG (retrieval-augmented generation) over enterprise data, agentic workflows and AI-driven analytics.
- D. AI Solutions POC Leadership - Explain AI capabilities, limits and risks (accuracy, hallucination, data security, cost) clearly to business and technical audiences.
- D. AI Solutions POC Leadership - Lead POCs end to end: define use case and success criteria with the customer, plan data and infrastructure needs, coordinate product and engineering teams, track progress and present results.
- D. AI Solutions POC Leadership - Convert successful POCs into paid deployments, working with Sales on the commercial proposal.
- D. AI Solutions POC Leadership - Feed customer insights and feature requests back to product teams to strengthen the AI roadmap.
- E. ITIL Compliance Service Governance - Log, categorise and resolve all incidents, changes and service requests per ITIL 4-aligned SOPs; the ITSM tool is the single source of truth.
- E. ITIL Compliance Service Governance - Drive RCA for all P1 and repeat P2 incidents and share formal RCA reports with customers on time.
- E. ITIL Compliance Service Governance - Run quarterly ITIL compliance audits and submit a Service Improvement Plan (SIP).
- E.



ITIL Compliance Service Governance - Route all production changes through the Change Advisory Board (CAB), including customer representation.
- E. ITIL Compliance Service Governance - Prepare template-compliant customer reports MIS, incident summaries, QBR decks with the BA.
- F. Team Collaboration BA Leadership - Direct the Business Associate(s) on assigned accounts: set daily priorities, review MIS and enforce documentation discipline.
- F. Team Collaboration BA Leadership - Run daily stand-ups with the BA on ticket health, SLA-at-risk items and open escalations.
- F. Team Collaboration BA Leadership - Ensure BAs complete LMS certifications, product training and knowledge contribution targets.
- F. Team Collaboration BA Leadership - Build a process-disciplined team culture with ITIL thinking and strong ownership.
- G. Learning Knowledge Sharing - Complete ITIL Foundation within the first 6 months.
- G. Learning Knowledge Sharing - Complete at least one product, AI or cloud certification per year via the Innefu LMS.
- G. Learning Knowledge Sharing - Contribute at least one knowledge article or case study per quarter (including POC learnings).
- G. Learning Knowledge Sharing - Join all SM huddles and bootcamps; lead at least one session per quarter.
- G. Learning Knowledge Sharing - Keep a personal development plan, updated quarterly against the SM competency framework.

Required Background Experience

- Enterprise Customers Account Management - Proven track record managing large private-sector accounts (Banking, Financial Services, ITeS, Retail or similar) across business, IT, risk, procurement and CXO levels.
- Strong customer relationship and account management skills, with transparent ownership of renewals, account growth and pipeline.
- Demonstrated success in upsell, cross-sell and expansion, working closely with Sales.
- Prior experience in SaaS, enterprise sales or IT product companies strongly preferred.
- Exposure to international customers (e.g. GCC, APAC, Europe, US) an added advantage.

Technology

- Sound tech acumen to understand current enterprise expectations of AI, RAG and LLM-based products, and to discuss use cases, architecture and risks credibly.
- Experience leading or closely supporting POCs / pilots for enterprise software, from scoping to conversion.
- Working knowledge of data platforms, analytics, APIs and integrations, cloud (AWS / Azure / GCP) and onpremise deployments.
- Familiarity with security and compliance frameworks used by enterprises ISO 27001, SOC 2, RBI / SEBI guidelines, DPDP Act, GDPR.
- Exposure to Python, SQL or similar tools is an advantage, at a working (not development) level.

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.

📌 Service Manager (New Delhi)
🏢 Innefu Labs
📍 New Delhi