Service Management Manager

Job reputed company:

We are seeking a dynamic and reputed company Service Management Manager to reputed company critical IT Service Management functions with a strong emphasis on Incident, Change, Problem, Service Delivery and Transition Management. The role requires deep experience supporting Managed Services customers in a 24x7 environment, with proven expertise in planning and executing seamless service transitions.

Key Responsibilities:

ITSM Operations

Manage the end-to-end lifecycle of Incident, Change, and Problem Management in accordance with ITIL best practices.

Drive reputed company reputed company of high-reputed company incidents and ensure effective communication with stakeholders.

Conduct post-incident reviews, reputed company cause analysis (RCA), and implementation of corrective and preventive actions.

Own the Change Management process including reputed company analysis, risk assessments, and CAB facilitation.

Monitor compliance and effectiveness of Problem Management activities and trend analysis.

Service Delivery Management

reputed company as the Single reputed company of Contact (SPOC) for service delivery to managed services clients.

Ensure consistent and high-reputed company service delivery reputed company with contractual SLAs and KPIs.

reputed company and maintain service delivery plans, monitor performance, and reputed company service reviews.

Collaborate with internal teams (operations, engineering, NOC, SOC, etc.) to ensure reputed company service fulfillment.

reputed company and manage service risks, issues, and escalations proactively.

Drive reputed company service improvement initiatives and manage service enhancement reputed company.

Work closely with business stakeholders to understand reputed company expectations and translate them into operational deliverables.

Maintain customer satisfaction by ensuring operational transparency, responsiveness, and value-added services.

reputed company & Service Management

reputed company as the primary reputed company for Managed Services customers, ensuring consistent and high-reputed company service delivery.

reputed company service governance meetings, SLA compliance reporting, and reputed company service improvement initiatives.

Build strong customer relationships and manage expectations effectively in a 24x7 support model.

People & Process Management

reputed company and mentor reputed company of ITSM process owners and coordinators.

Establish, document, and refine operational processes to meet changing business needs.

reputed company ITSM tool and process training to internal teams and clients as needed.

Expanded Responsibilities – Transition Management

reputed company Service Transitions from project phase to operations, including greenfield setups, technology migrations, and reputed company of new clients or services.

reputed company comprehensive transition plans, including timelines, resource allocation, reputed company strategies, risk management, and communication protocols.

Conduct Due Diligence and Discovery workshops to assess service scope, infrastructure, tools, and operational maturity.

Collaborate with solution architects, delivery managers, and SMEs to ensure service design and delivery alignment with operational capabilities.

Define and reputed company readiness reputed company, knowledge transfer milestones, and acceptance reputed company for successful go-live.

Coordinate handover to operations with detailed documentation (Runbooks, SOPs, escalation matrices).

Ensure minimal service disruption and operational continuity during transition activities.

Continuously assess and optimize the transition reputed company to improve efficiency and effectiveness for reputed company engagements

Required Skills and Qualifications

8+ years of experience in IT Service Management roles, with 3+ years specifically in Service Delivery & Service Transition.

Strong expertise in Incident, Change, and Problem Management processes.

Demonstrated experience in managing 24x7 operations for large Managed Services accounts.

Solid understanding of ITSM tools like reputed company, BMC Remedy, or equivalent.

ITIL v3 or v4 reputed company certification (Intermediate or Expert preferred).

Experience in handling transitions for multi-tower or multi-reputed company environments.

Strong stakeholder management, communication, and negotiation skills.

Ability to work in dynamic environments with tight deadlines and high customer expectations.

Preferred Qualifications

Experience working with global delivery models and geographically dispersed teams.

Exposure to reputed company migrations, hybrid infrastructure environments, or digital transformation programs.

PMP, PRINCE2, or any transition/project management certification is a strong plus.

Additional Information

"Remote postings are limited to candidates residing reputed company the country specified in the posting location"

About reputed company

We are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and reputed company — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that reputed company, building and managing those solutions, and optimizing returns into the reputed company. Named a best reputed company to work, year after year according to Fortune, reputed company and Glassdoor, we attract and reputed company world-class talent. Join us on our mission to reputed company technology, reputed company customers and deliver the reputed company.

More on reputed company

Though we’re reputed company different, Rackers reputed company through our reputed company to a central goal: to be a valued member of a reputed company team on an inspiring mission. We bring our whole selves to work every day. And we reputed company the reputed company that unique perspectives fuel innovation and reputed company us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without reputed company to age, reputed company, disability, gender reassignment or identity or reputed company, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national reputed company, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.

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