01Overview
Experience: 08-13yrs
Location: Kerala & Bangalore.
Skills and attributes for success
As the Service Manager with transition experience
Strong ITSM process ownership (Incident, Problem, Change)
Focus on service stability, availability, and SLA adherence
Drive RCA and proactive issue prevention
Emphasis on delivery excellence and service reliability
Lead a motivated and skilled team of Business Analyst, Application Developers and Technical Architects
Should be conversant with ITSM & Service Management frameworks
Execute service transition (knowledge transfer, readiness, stabilization) ensuring smooth shift to steady state
Manage operational readiness, risks, and coordination across build, vendor, and support teams during transition
Ability to multitask in fast-paced environment
Communication skills (written/oral)
Willingness to travel
Ideally, youll also
Certification in ITIL 4 foundation and higher levels, or Lean-Six Sigma certifications, or Prince2, or PMP from PMI
Knowledgeable on Java, or .Net or SaaS products (Guidewire, Salesforce, SAP etc)
Knowledgeable in cloud based products SAP, Azure/GCP/AWS cloud
Perform an appropriate role in business development in terms of delivery management and transition and practice development.
Supervise financial management of engagements to deliver value to clients and to the firm.
Adoption new outsourcing delivery models & trends.
Deliver outsourcing programmes, demonstrate expert consulting skills and advanced level of industry expertise to support delivery to clients
Demonstrate people management and an ability to lead outsourcing services assignments.
People capability development and management for the practice.
Should be willing to work in shifts and on-call support.
What we look for
Demonstrated expertise in leading and growing mid-scale Managed Services engagements
Strong experience in stakeholder management, ability in liaisoning, troubleshooting and problem-solving skills with multiple teams with use of complex technologies.
Proven experience in IT Service Management principles, methods and practices
Experience Service Designing, Service Transition and
Confidently articulates Service Management principles and maintains an in-depth knowledge
A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline
10-15 years of experience with minimum 3 years leading mid-scale Managed Services projects
Managed muti-year SOW with contract value ranging from 1-5 million USD per year
Managed a reasonably sized team (20-30 FTEs) across locations, in an onshore-offshore model
Experience working in multiple industries preferably Insurance/Financial services/Banking domains
Executed Application engagements across or one of the technologies - Java, .Net, Guidewire, Salesforce, SAP products on cloud.
Should have executed Service Transitions, Service Design and has hands on experience in taking applications to Steady State in Mandatory for more than 3 clients.
Hands-on experience in driving services to steady state (3+ clients) .
