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Manager Services || 12+ years || 2PM Shift|| Delhi NCR

Manager Services || 12+ years || 2PM Shift|| Delhi NCR

Insight Direct India

12 - 21 years

32 - 45 Lacs

noida gurugram delhi / ncr

Posted:3 hours ago| Platform:

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Skills Required

itil certified servicenow process improvement service management operations management automation service delivery management csip process management

Work Mode

Hybrid

Job Type

Full Time

Job Description

Location-Delhi NCR(Noida And Gurugram)

EMEA SHift-2PM onwards

Role Summary:

The Manager Services plays a key leadership role within Insights Global Delivery Network (GDN), overseeing SGDA-aligned Service Management teams across EMEA. This role ensures consistent, high-quality service delivery aligned with SGDA processes, drives operational excellence, and fosters client satisfaction through proactive governance and continual improvement.

Key Responsibilities:

Lead and mentor Service Management teams to deliver core obligations and exceed client expectations
Align team processes with SGDA standards and collaborate with EMEA process leads
Monitor operational KPIs and proactively address performance gaps
Review client satisfaction metrics and implement improvement actions
Maintain a Continual Service Improvement Plan (CSIP) focused on efficiency and excellence
Leverage AI to enhance automation and service management effectiveness
Oversee SLA performance and escalation processes
Manage operational risks and provide regular leadership updates

Success Metrics:

100% SLA achievement or RTG plans initiated within 5 days
85% client satisfaction
Positive teammate NPS annually
90% teammate recoverability to client accounts
5% year-over-year cost reduction in team operations

Qualifications & Skills:

Essential:

Degree or equivalent professional experience
ITIL v4 Foundation certification
8+ years in Service Management roles
5+ years in managerial positions within target-driven environments
Strong communication, organizational, and analytical skills
Experience in performance management and change leadership

Desirable:

Microsoft technology certifications
ITIL v4 Expert or Project Management qualifications
Experience with global teams and diversity initiatives

Let me know if you'd like this adapted for a specific platform or formatted for internal HR use.

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Manager Services || 12+ years || 2PM Shift|| Delhi NCR