Service Manager GBS ITS
Bengaluru, KA, India · HybridFull-timePosted 6 days agoStill listed 5 days ago
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Job overview
The Service Manager GBS ITS will lead customer and service management, overseeing IT service delivery across enterprise applications, cloud and SaaS platforms. Responsibilities include building customer understanding, managing escalations, driving improvement initiatives, governing service quality, coordinating changes, and ensuring SLA compliance while partnering with product owners, DevOps, infrastructure and support teams to deliver reliable services and promote operational excellence.
Skills & qualifications
Skills
Qualifications
Full job description
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 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
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