IT Service Manager

Job Title: IT Service Manager / Shift Lead L2

Location: BKC, Mumbai (On site)

Role Purpose:

We are seeking an experienced and proactive Service Manager / Shift Lead L2 to manage IT service performance, incident and problem management, and ensure the highest levels of service delivery and customer satisfaction.

The ideal candidate will be responsible for supervising a team, managing performance against SLAs/KPIs, and driving continuous improvement through documentation, training, and effective communication.

Key Responsibilities:

- Monitor IT service performance and ensure adherence to SLAs and KPIs.

- Lead incident and problem management, including RCA documentation and resolution.

- Develop and maintain SOPs, confluence documents, and process guidelines.

- Conduct knowledge transfer (KT) and training sessions to enhance team capabilities.

- Ensure customer satisfaction by maintaining service quality and effective communication.

- Oversee people management: shift rosters, attendance, and performance evaluations.

- Work closely with vendors, third-party providers, and internal teams to resolve escalations and out-of-scope issues.

- Provide timely and accurate service reports and participate in service review meetings.

- Flexibility to work in rotational shifts is a must.

Key Interactions:

Internal:

- Collaborate with IT teams and vendors for incident tracking and resolution.

- Coordinate with internal departments to ensure timely escalations and updates.

- Organize internal KT and performance improvement sessions.

External:

- Liaise with third-party vendors, RCPs, and service providers for issue resolution.

- Monitor out-of-scope tickets and escalate as necessary.

Requirements:

Education:

- B.Tech / B.E. or equivalent (Masters in IT preferred).

- Demonstrated capability in managing IT services and team leadership.

Skills & Competencies:

- Strong understanding of ITIL Framework (certification preferred).

- PMP / Six Sigma GB or BB certification is a plus.

- Excellent communication, interpersonal, and leadership skills.

- Proficient in MS Office tools Word, Excel, PowerPoint, Access.

- Strong analytical, problem-solving, and multitasking abilities.

- Commitment to continuous service improvement and proactive resolution.