Service Manager

Job Description

Job Title: Service Manager Experience: 5 - 7 years Location: Bangalore, Gurgaon, Pune Notice Period: Immediate to 15 Days Job Purpose The Service Manager will be responsible for managing the overall service delivery of the overnight application support team. This includes daily operations oversight, ensuring SLA adherence, managing support staff, and delivering performance reports to clients. Key Responsibilities Manage daily operations of the offshore overnight application support team (5 members) Ensure all support services meet client SLA and quality requirements Provide comprehensive performance reports to clients covering delivery metrics, incidents, and trends Act as a key escalation point for service-related issues Mentor and guide support engineers Develop and implement strategies to improve service delivery and operational efficiency Monitor team performance, provide feedback, and conduct performance reviews Collaborate with internal departments for seamless service integration Identify and mitigate risks impacting service delivery Drive continuous improvement to enhance service quality and client satisfaction Required Skills and Experience Demonstrated experience in IT service management, especially application support Proven ability to lead and manage technical support teams, preferably offshore Strong knowledge of ITIL principles, SLA management, and operational metrics Excellent communication skills, both written and verbal Strong analytical and reporting skills Ability to perform under high-pressure and fast-paced conditions Experience with Fixed Income Markets is highly desirable Proficiency with service management tools and software Strong decision-making and problem-solving capabilities Strong client relationship management skills Flexibility to adapt to client needs and market changes Technical Skills Project & Program Management, Jira, MS project, fixed Income Markets