Managed Service - CSM - Manager

Job description

##### ;Job Description - ;Serve as a client-facing member of the Customer Success team and trusted advisor, supporting the achievement of contractual service commitments and client satisfaction objectives. - ;Own overall service delivery governance for an enterprise managed services engagement covering Service Desk, NOC, Cloud Operations, Network Operations, Platform Support, and associated managed service functions. - ;Lead recurring operational reviews, service governance meetings, monthly service reviews (MSRs), and executive business reviews (QBRs) with client stakeholders. - ;Monitor and manage service performance against defined SLAs, OLAs, KPIs, and operational targets. - ;Drive continuous service improvement initiatives by identifying trends, operational risks, process gaps, and automation opportunities. - ;Coordinate cross-functional operational teams to ensure seamless delivery of support services across multiple technology towers. - ;Serve as the escalation point for service delivery issues and coordinate resolution across internal and client stakeholders. - ;Lead Major Incident Management activities, ensuring rapid engagement of technical teams, stakeholder communications, business impact assessment, escalation management, and service restoration. - ;Ensure timely and accurate client communications throughout major incidents, service disruptions, and critical escalations. - ;Facilitate post-incident reviews and drive Root Cause Analysis (RCA) completion for high-priority and recurring incidents. - ;Track corrective and preventive actions arising from RCAs and ensure closure through collaboration with technical teams. - ;Develop and present service performance reports highlighting SLA attainment, MTTR, incident trends, problem management metrics, capacity risks, and service improvement initiatives. - ;Analyze operational metrics and trends to proactively identify service risks and improvement opportunities. - ;Collaborate with delivery teams to improve operational stability, service availability, monitoring effectiveness, and customer experience. - ;Manage service transition activities for new services, enhancements, and operational changes. - ;Ensure compliance with service management processes including Incident Management, Major Incident Management, Problem Management, Change Management, Request Fulfillment, and Knowledge Management. - ;Support contract governance activities, including scope management, service reporting, risk reviews, and customer success planning. - ;Build strong relationships with enterprise client stakeholders, technical leadership teams, vendors, and internal delivery organizations. - ;**Working Environment: Hybrid** - ;**Office Timing: 2:00 PM to 11:00 PM IST/ Rotational ;** ;**Supervisory Responsibilities:** - ;Monitor team performance against SLA, KPI, customer satisfaction, backlog management, and service quality objectives. - ;Ensure operational readiness, resource planning, shift coverage, and escalation management for managed service operations. - ;Foster a culture of accountability, continuous improvement, customer focus, and operational excellence. - ;Provide operational leadership to Service Desk, NOC, Cloud Operations, Network Operations, and Platform Support teams. #### ;Qualifications, Knowledge, Skills and Abilities ;**Education:** - ;Bachelor s degree, preferably in Computer Science /Information Technology. ;**Experience:** - ;8+ years of experience in IT Service Delivery, Managed Services, Customer Success, IT Operations, or Infrastructure Support environments. - ;Proven experience managing enterprise-scale managed services engagements supporting 24x7 operations. - ;Experience working with Service Desk, NOC, Infrastructure, Cloud, Network, and Platform Operations teams. - ;Demonstrated experience leading Major Incident Management processes and coordinating resolution of business-critical incidents. - ;Strong experience in SLA management, KPI measurement, service reporting, and operational governance. - ;Proven ability to design and implement KPI frameworks and service reporting practices that support effective operational governance. - ;Experience facilitating Root Cause Analysis (RCA), Problem Management, and Continuous Service Improvement initiatives. - ;Experience conducting Monthly Service Reviews (MSRs), Quarterly Business Reviews (QBRs), and executive stakeholder management. - ;Experience managing client escalations and driving service recovery plans. - ;Experience working within ITIL-based service management environments. - ;Experience using ITSM platforms such as ServiceNow, Jira Service Management, BMC Remedy, or equivalent preferred. ;**Software:** - ;ITIL V3/V4, preferred. - ;Project Management Professional, (PMP), preferred. ;**Language:** - ;**N/A** ;**Other Knowledge, Skills Abilities:** - ;Ability to balance operational delivery, customer satisfaction, and commercial objectives. - ;Knowledge of Cloud Infrastructure (Azure, AWS), Network Operations, NOC practices, Platform Support, and End User Services. - ;Leadership Communication -Excellent executive communication and presentation skills. Strong conflict resolution, negotiation, and stakeholder management abilities. Ability to influence cross-functional teams without direct authority. - ;Capacity to work in a deadline-driven environment while handling multiple projects/tasks simultaneously with a focus on details. - ;Capable of successfully multi-tasking while working independently or within a group environment - ;Capable of working well under pressure while dealing with unexpected problems in a professional manner - ;Ability to work well in a cross-functional team environment preferred. - ;Must have excellent organizational and multi-tasking skills. Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to co