Saaswika Solutions Private Limited is a New Age Consulting firm that connects tech talent, tech teams, and project solutions to help our clients accelerate their digital journey. We create unique experiences that rely on borderless talent, technology, and customized solutions under given timelines.

Job Overview

We are urgently looking for a highly skilled and experienced Service Manager for one of our client.

This is a senior-level position with a required experience of 8 to 12 years.

The job is based in Mumbai and the employment type is full time.

Job Description

   Service Delivery Management

• ·       Lead the planning, implementation, and delivery of IT services in accordance with service level agreements (SLAs) and operational standards.
• ·       Define service offerings, service catalog, and service level targets based on business requirements and customer needs.
• ·       Monitor service performance metrics, analyze trends, and identify areas for improvement to enhance service quality and customer satisfaction.

Team Leadership and Development

• ·       Lead, mentor, and coach a team of technical professionals, including service desk analysts, system administrators, network engineers, and other support staff.
• ·       Set clear goals and expectations for team members, provide regular feedback, and support their professional development and growth.
• ·       Foster a collaborative and inclusive work environment that promotes teamwork, accountability, and continuous learning.

Incident and Problem Management

• ·       Establish and maintain incident and problem management processes to ensure timely resolution of IT issues and minimize service disruptions.
• ·       Coordinate with technical teams and stakeholders to investigate root causes, implement corrective actions, and prevent recurrence of incidents and problems.
• ·       Conduct post-incident reviews and implement improvements to enhance incident response and resolution processes.

Change and Release Management

• ·       Develop and implement change and release management processes to manage changes to IT systems and services effectively.
• ·       Plan, schedule, and coordinate the deployment of changes, ensuring minimal impact on business operations and customer experience.
• ·       Conduct impact assessments, risk analyses, and post-implementation reviews to evaluate the success of changes and identify opportunities for improvement.

Service Desk Management

• ·       Oversee the operation of the IT service desk, ensuring timely response and resolution of user-reported incidents and service requests.
• ·       Monitor service desk performance metrics, analyze trends, and implement improvements to enhance service delivery and customer satisfaction.
• ·       Collaborate with other IT teams to implement self-service capabilities and knowledge management systems to empower users and reduce support overhead.

Stakeholder Management and Communication

• ·       Engage with internal stakeholders, business units, and executive leadership to understand business requirements, priorities, and challenges related to IT services.
• ·       Communicate effectively with customers, vendors, and partners to manage expectations, provide updates, and address concerns.
• ·       Advocate for service excellence and customer-centricity, driving awareness of the value of IT services and fostering positive relationships with stakeholders.

·       Continuous Improvement:

• ·       Drive continuous improvement initiatives to enhance service capabilities, streamline processes, and leverage automation and technology solutions.
• ·       Identify opportunities to optimize costs, improve efficiency, and enhance the overall quality of IT services.
• ·       Foster a culture of innovation and collaboration, encouraging team members to contribute ideas and participate in improvement projects.

Qualifications

·       Bachelor's degree in Computer Science, Information Technology, or related field. Master's degree preferred.

·       8+ years of experience in IT service management, service delivery, or related roles, with at least 3 years in a leadership or managerial position.

·       Strong technical background with expertise in IT systems, networks, infrastructure, and service management frameworks (e.g., ITIL, COBIT).

·       Proven leadership and team management skills, with the ability to inspire and motivate teams to achieve goals and deliver results.

·       Excellent communication, collaboration, and interpersonal skills, with the ability to interact effectively with stakeholders at all levels of the organization.

·       Certifications such as ITIL Foundation, PMP (Project Management Professional), or related credentials are highly desirable.

If interested, please share your updated resume.

Regards,

Vineetha V

Sr.Executive - Recruitment

Saaswika Solutions Pvt Ltd