Service Manager

Location:

TechM TMLW Hyderabad

Years of Experience:

10 15 Years

Job Summary:

The Service Manager will oversee the operations of all support teams, ensuring that service delivery meets the highest standards. This role requires a strategic thinker with a strong background in service management, particularly within ITIL frameworks, to enhance service quality and customer satisfaction.

Responsibilities:

• Oversee service operations of all support teams, ensuring efficient and effective service delivery.
• Prioritize issues and tickets based on severity, impact, and capacity planning.
• Manage and resolve escalations, ensuring timely and effective solutions.
• Ensure adherence to best practices and maintain service level agreements (SLAs).
• Build and maintain strong working relationships with key stakeholders and business users.
• Utilize exceptional problem solving and decision making abilities to address service challenges.
• Monitor service metrics, analyze customer feedback, and identify areas for improvement.
• Create ServiceNow dashboards and generate monthly SLA reports; drive service review governance meetings with customers.
• Manage the onboarding of new support teams, ensuring a smooth transition and integration.
• Develop and implement service strategies to meet customer needs and improve service quality.
• Collaborate with internal teams to identify and implement appropriate solutions.
• Collect and assess feedback from customers to drive continuous improvement in service delivery.
• Work with customer technical, product, and business teams to establish long term service plans.
• Understand company services, products, and business processes to enhance service delivery.
• Drive continuous service improvements across the portfolio, proposing, implementing, and tracking ROI.
• Implement AI operations to improve service efficiencies.

Mandatory Skills:

• Minimum of 10 years of experience in Service Management.
• ITIL Certification is required.
• Proficiency in ServiceNow, Office 365, Veeva Vault Platform, and SAP R3.
• Strong understanding of ITIL concepts, including Incident Management.
• Experience with SAP Process Integration Orchestration (ccBPM, NWBPM) is a deal breaker.

Preferred Skills:

• Pharmaceutical industry experience is preferred.
• Effective Communication skills.
• Experience in handling customer escalations effectively.
• Strong collaboration skills with external stakeholders.
• Demonstrated Leadership Skill and team management skills.

Qualifications:

Bachelor's degree in a relevant field; advanced degree preferred. Proven track record in service management with a focus on continuous improvement and customer satisfaction.