Service Manager GBS ITS
On-site · Bengaluru, Karnataka, India
Job Summary
Service Manager GBS ITS responsible for understanding customer business needs, leading service performance meetings, managing escalations and major incidents, driving improvement plans, ensuring effective communications on changes and improvements, and aligning KPIs/SLAs with stakeholders. Partners with Product Owners, DevOps, Infrastructure, Security, and Support to ensure accurate service catalogues and SLA adherence; handles change inputs for SLA charging; supports Agile, DevOps, Cloud, ITSM, and capability development; fosters ITIL and Lean/Agile practices; and contributes to governance, compliance, and continuous service improvements. Must leverage strong communication, stakeholder management, and analytical skills to translate data into actionable insights and drive customer satisfaction.
Required Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Business Administration or relevant field
- Master’s degree preferred
- At least 5 years’ work experience in similar roles in an SSC or BPO environment covering IT service delivery, Technology Operations or Digital Delivery
- At least 8 years overall work experience in a SSC or BPO environment
- Experience working within Agile, DevOps, Cloud and SaaS ecosystems
- Proven results of delivering client services and meeting goals
- Track record in IT service delivery
- Excellent interpersonal relationship skills
- Excellent verbal and written communication skills; must be a listener, a presenter, and a people-person
- Ability to multitask and manage more than one customer
- ITIL, SCRUM / Agile certifications
- Lean six sigma, PMP, Prince2 certification are beneficial
- MSOffice 365 proficiency with emphasis on PowerPoint, Excel and dashboarding
- ServiceNow/ Jira / Confluence / Azure DevOps is a plus
- Fluency in English (C1 level)
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