Service Manager

Roles and Responsibilities :

• Manage IT services and support operations to ensure timely resolution of incidents, requests, and problems.
• Develop and maintain relationships with stakeholders to understand their needs and expectations.
• Analyze data from various sources (e.g., ITSM reports) to identify trends, patterns, and areas for improvement.
• Collaborate with cross-functional teams to implement process improvements and optimize service delivery.

Job Requirements :

• Excellent communication skills as this being a client facing role.
• 4-8 years of experience in IT services or consulting industry.
• Strong understanding of ITSM principles, practices, and frameworks (e.g., ITIL).
• Proactive and proficient in MS office suite of tools – primarily MS Excel ( good knowledge of functions), MS PowerPoint, MS word etc.
• Good in creation of reporting such as WSR, MSR, SMR, and QBR
• Has knowledge of PMO – billing, allocations, resourcing, PCM
• Has knowledge of SLA’s