This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior IT Service Manager based in India.
As a Senior IT Service Manager, you will play a strategic role in ensuring the reliable delivery and continuous improvement of enterprise IT services across a complex, multi-provider environment. Acting as the primary link between business stakeholders, internal IT teams, and external service providers, you will oversee service governance, operational excellence, and vendor performance. This position offers the opportunity to drive service quality, optimize operational processes, and implement modern IT service management practices, including automation and AI-driven solutions. You will help shape a stable, customer-focused IT landscape while supporting business objectives through effective collaboration and continuous improvement. This is an ideal opportunity for an experienced IT service management professional who thrives in dynamic, international environments.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior IT Service Manager based in India.
As a Senior IT Service Manager, you will play a strategic role in ensuring the reliable delivery and continuous improvement of enterprise IT services across a complex, multi-provider environment. Acting as the primary link between business stakeholders, internal IT teams, and external service providers, you will oversee service governance, operational excellence, and vendor performance. This position offers the opportunity to drive service quality, optimize operational processes, and implement modern IT service management practices, including automation and AI-driven solutions. You will help shape a stable, customer-focused IT landscape while supporting business objectives through effective collaboration and continuous improvement. This is an ideal opportunity for an experienced IT service management professional who thrives in dynamic, international environments.
Accountabilities:
- Manage relationships with external IT service providers, ensuring services are delivered in accordance with contractual commitments, service levels, and business expectations.
- Monitor and evaluate provider performance against SLAs, KPIs, OLAs, and operational quality metrics while leading regular governance and service review meetings.
- Oversee supplier performance, service consumption, and cost transparency, collaborating with finance stakeholders to support efficient service delivery and cost optimization.
- Drive service improvement initiatives by addressing performance gaps, mitigating operational risks, managing escalations, and implementing corrective action plans.
- Own and continuously improve Incident Management and Change Management processes, ensuring operational stability and controlled execution of changes across the IT landscape.
- Coordinate major incident response activities, facilitate stakeholder communication, and ensure timely resolution of critical issues.
- Maintain and enhance IT service governance frameworks, reporting processes, user satisfaction metrics, and operational performance dashboards.
- Promote the adoption of automation, AI-enabled capabilities, self-service solutions, and ITSM best practices while managing and optimizing the organization's ITSM platform.
- Collaborate with business leaders, internal IT teams, and external partners to align IT service delivery with evolving business priorities.
- Minimum of 7 years of experience in IT Service Management, IT Operations, or a related discipline.
- Proven experience managing outsourced IT services, managed service providers, or complex vendor relationships.
- Strong expertise in ITIL-based service management practices, particularly Incident Management and Change Management process ownership.
- Solid understanding of service governance, SLA and KPI management, operational reporting, risk management, and continuous service improvement.
- Experience working with IT Service Management (ITSM) platforms; experience administering or managing SysAid is an advantage.
- Familiarity with automation technologies, AI-driven service management, AIOps, workflow automation, or virtual agent solutions is highly desirable.
- Experience working within international, multi-site, or hybrid internal/external IT delivery environments.
- Strong financial awareness with experience supporting supplier governance, service consumption monitoring, and cost optimization initiatives.
- Excellent stakeholder management, negotiation, communication, and presentation skills with the ability to translate technical concepts for business audiences.
- Fluent English communication skills (written and spoken, B2 level or above).
- Proactive, structured, customer-focused, and collaborative mindset with the ability to perform effectively under pressure and lead service improvements.
- Opportunity to lead strategic IT service management initiatives within a global and collaborative environment.
- Remote work flexibility, supporting a healthy work-life balance.
- Exposure to modern ITSM practices, automation technologies, AI-enabled service management, and digital transformation initiatives.
- Opportunity to work with international stakeholders, cross-functional teams, and leading external technology partners.
- Continuous learning, professional development, and career growth opportunities.
- Collaborative culture focused on operational excellence, innovation, and continuous improvement.
- Competitive compensation package and employee benefits aligned with company policies.
- Meaningful role with significant influence on enterprise IT service quality, governance, and customer satisfaction.