Service Management Service Manager

Company Description

• 12-15 years’ work experience.
• At least 7-8 years’ experience in independently managing service operations.
• Should have technology background and experience in leading Service Operations/service delivery of large engagement involving Cloud Infra/cloud hosted services.
• Knowledge/experience on middleware solutions/Axway Products will be a plus.
• Required level of leadership and management experience to manage larger teams and collaborate and influence senior managers.
• Experience in organizational change management (transformational experience)
• Strong leadership skills including effective time management, prioritization, and delegation of work.
• Excellent communication skills - should be comfortable with customer handling, capable to leading major incident management calls.
• Responsible/own the Problem management and capability to drive issues towards closure.
• Experience in coaching and mentoring teams including their performance appraisals.
• Should be familiar working on ITSM tools (SNOW etc), Jira confluence, MS project etc.

Total Experience Expected: 10-14 years

Qualifications

• B.E/B.Tech (CSC/IT/Electronics/Electrical). PG qualification on Business Administration/Management is a Plus.
• Professional level certification on Service Management or Project Management (such as ITIL®4 Specialist).
• Knowledge on any of the Cloud Services (AWS/Azure) is desirable.
• Excellent communication/presentation skills.
• This is a purely night shift work requirement (9:00 PM to 6:00 AM) on permanent basis.

Additional Information

The Service Operation Manager will be responsible for developing and leading a team of IT Specialists for day-to-day operations and service lifecycle management involving technical Infrastructure Support operations as part of global Axway Cloud Managed Services. He will be responsible for ensuring the support strategy is in alignment with the overall IT and business direction and meeting the stringent availability KPIs and SLAs.

The role requires working and interacting directly with a global management team and stakeholders across the IT groups (e.g. Cloud Infra, Application Management, Cloud COEs, CAB, business owners/users, etc..).

At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

All of our positions are open to people with disabilities.