Role: Service Manager

We are seeking a skilled Service Manager with expertise in leading and managing
application & infrastructure operations within a Managed Services environment. The
role needs to monitor & ensure consistent QCD (Quality, Cost, Delivery)
performance, provide strong ITIL governance, and seamless collaboration across
onsite and offshore teams. This position drives operational excellence, customer
satisfaction, and unified service delivery across multiple domains.
Key Responsibilities:
- Support transition of vendor-supported applications into in-house managed
services model.
- Manage development and execution of detailed transition and service
management plans, ensuring readiness and stability.
- Monitor and maintain smooth delivery of operations across 20 infra and
application support areas. Own end-to-end delivery accountability ensuring
seamless coordination and unified service outcomes.
- Govern ITIL-based service operations (Incident, Problem, Change, Release and
Service Level Management).
- Build strong relationships across technology, business, partners and offshore
teams. Ensure documented alignment on priorities, timelines and execution
quality
- Co-ordinate with vendors during disengagement and manage clean, controlled
handovers/resolutions.
- Monitor service health reviews, KPIs/SLAs and compliance to service level
expectations.
- Identify, monitor and communicate proactively on service performance, risks,
mitigation plans and contingency plans.
- Identify, execute & track initiatives (knowledge management, automation,
process improvements, workflow optimizations, modernization, etc.) for
continuous improvement and strive towards operational excellence
- Manage escalations, identify root causes and ensure steps are taken to avoid
recurring issues.
- Create, publish & present Excel reports and PowerPoint presentations which
provide high level (ex. trends analysis, QCD at overall level) and detailed level
(ex. QCD at each support areas level, SLA dashboards, RCAs) service
performance insights.
- Review team capacity and utilization on a periodic basis and provide
recommendations
- Manage overall documentation of processes, procedures, and configurations for
knowledge sharing.
- Provide timely training to team members (new/existing) on processes and ensure
compliance with organizational policies and standards.
- Lead and manage the Service Management team across infrastructure and
application areas across both US and India regions.
- Represent overall delivery team in reviews with Steering Committees, Change
Advisory Board and Quarterly Business Reviews.
Qualifications:
- 10 years of IT experience in service delivery and operations.
- ITIL v4 Certified – Mandatory; PMP / PRINCE2 / Six Sigma advantageous
- Very strong ITSM process knowledge and SLA expectations
- Strong service and project management background & knowledge about
processes in Managed Services model
- Experience working in global teams and Media and Entertainment industry is
essential
- Very good understanding of operations involved in Infrastructure areas such as
AD, Okta and application development and maintenance in the cloud.
- Strong working experience with tools such as ServiceNow & Jira
- Hands-on with Reporting/Analytics using Advanced Excel
- Ability to work on initiatives and manage cross-functional collaboration.
- Excellent analytical and problem-solving skills
- Excellent communication and stakeholder engagement skills — able to represent
global teams with confidence.
- Experience working in offshore/onshore model, ideally with India-based teams.
- A mindset focused on continuous improvement, accountability, and partnership.