Service Manager/Shift Leads – L2

Role:

Location:

Work Mode:

Experience:

Key Responsibilities:

• Manage end-to-end IT service delivery ensuring SLA and KPI compliance.
• Monitor service performance and customer satisfaction, driving continual improvement.
• Oversee incident, problem, and escalation management with RCA documentation.
• Define and maintain service level requirements (SLR), reports, and underpinning agreements.
• Handle people management — roster, performance, and attendance tracking.
• Coordinate with vendors and internal IT teams for resolution of out-of-scope or dependency issues.
• Conduct training and knowledge transfer sessions to enhance team capability.

Requirements:

• B.Tech/BE or equivalent (Master’s in IT preferred).
• 8–10 years of IT service delivery experience.
• Strong understanding of

  ITIL framework

  ;

  PMP/GB/BB certification

  preferred.
• Excellent communication, analytical, and stakeholder management skills.
• Proficient in MS Office and adept at multitasking in a fast-paced environment.
• Flexible to work in

  rotational shifts

  .