Service Manager

• This role will be to provide Service Governance support and assist in the successful delivery of Projects by coordinating specific activities which could include but not be limited to, Critical Incident Management, PIR and closure
• Scheduling and running CAB meetings and publishing reports, document management, Project level critical data tracking and Project status reporting
• Prepare for CAB meetings and run CAB in senior customer stake holders presence, ensuring right levels of review and approval, and publish reports on changes planned as well as changes completed along with status Be available on call to support Critical Incidents in the capacity of Critical Incident Manager
• Schedule the bridge and send invite to all agreed stakeholders in the event of a critical incident, Collect all relevant details of the incident on the bridge, follow up regularly to ensure traction from the relevant teams to lead to a quick resolution, publish reports to Customer's senior stakeholders regularly on the status and next steps until stability is verified
• Conduct PIR meetings and track action items to closure
• Support in Problem management by chasing the right teams to ensure root cause identification for all P1 and P2 incidents
• Conduct Audits on Service Now and Documentation Repository regularly to ensure adherence to agreed processes
• Support in gathering SLAs and publishing the reports weekly ahead of

What you Bring:

• Bachelor’s degree (preferably Engineering)
• Excellent communication and interpersonal skills
• Understanding of the Retail domain and terminologies
• High level understanding on the an overall system architecture
• Like the function of different componnets like DB, application servers, web servers, DNS, firewall, etc
• Sharp Problem-solving and critical-thinking skills
• Familiarity with Service Delivery tools like Service Now
• Strong knowledge on Advanced Excel features is a plus