Senior Service Manager
Senior Service Manager
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Job Description
We are seeking a Senior Service Manager to lead and standardize Application Maintenance and Support Services across multiple industries and technology landscapes. The ideal candidate will drive service excellence process standardization and business growth by proactively identifying opportunities to expand service offerings (farming).
This role requires impeccable service governance exceptional communication skills and the ability to engage with demanding enterprise clients. You will be a key driver in ensuring highquality delivery while also contributing to business expansion through collaboration with upper management and sales teams.
Key Responsibilities:
Service Delivery & Operational Excellence
Oversee Support and Enhancement Application Services (AMS) ensuring reliability scalability and service efficiency.
Drive incident problem and change management ensuring rapid resolution and root cause analysis.
Leverage AIdriven solutions to improve automation predictive maintenance and overall service efficiency.
Performance Monitoring & Reporting
Utilize ServiceNow (SNOW) JIRA or other ITSM tools for service tracking incident management and reporting.
Monitor service performance SLAs and financial metrics and generate actionable insights.
Provide executivelevel reports and dashboards using Power BI (nice to have) and MS Office Suite (PowerPoint Excel Word).
Service Governance & Continuous Improvement (CSI)
Implement Continuous Service Improvement (CSI) strategies to enhance efficiency service reliability and client satisfaction.
Ensure high service quality and compliance with SLAs/KPIs across diverse technology platforms and client environments.
Monitor Client Satisfaction (CSI) scores gather feedback and implement corrective action plans in collaboration with Team Leads and Technical Leads.
Establish and enforce standardized service management methodologies to drive operational excellence.
Help to develop strategies to expand service offerings across delivery models and geographic regions.
Maintain strong client relationships acting as a trusted advisor to stakeholders and Clevel executives.
Leadership & Communication
Serve as a key liaison between clients service teams and leadership ensuring smooth communication and alignment.
Lead service reviews financial performance discussions and strategic planning sessions with upper management.
Maintain impeccable documentation presentations and reports to facilitate datadriven decisionmaking.
Financial Performance Tracking & Business Optimization
Track and analyse financial performance of services ensuring costeffectiveness and profitability.
Identify cost inefficiencies revenue leakages and operational issues and implement corrective actions.
Work closely with upper management and sales teams to optimize service financial performance and align pricing models.
Proactively identify areas for service expansion (farming) and upselling opportunities to drive additional revenue.
Proactive Business Growth & CrossSelling.
Key Skills & Experience:
10 years in IT Service Management with a strong background in Application Maintenance & Support.
Adaptable in a fastpaced everchanging environment with the proficiency to manage multiple services concurrently.
Experience managing services for highly demanding enterprise clients across multiple industries.
Strong knowledge of ITIL Agile and Service Management best practices.
Excellent problemsolving and decisionmaking skills for identifying financial and service inefficiencies.
Experience with ServiceNow (SNOW) JIRA or other ITSM for service tracking and automation.
Proven expertise in financial performance tracking cost optimization and profitability analysis.
Flawless English proficiencyboth written and spoken.
Advanced MS Office skills (PowerPoint Excel Word) for financial and service reporting.
Nice to have: Experience with Power BI (or similar Reporting Tools) for financial and service performance visualization.
AI Enthusiast: Interest in AIdriven automation and service improvement.
Mandatory
ITIL 4 Managing Professional (MP) or ITIL 4 Strategic Leader (SL).
ITIL 4 Foundation.
COBIT Foundation or COBIT Design & Implementation.
Preferred (but Not Required)
Scrum Master Certification (CSM PSM I/II).
ServiceNow Certified IT Service Management (CISITSM).
Required Experience:
Manager
Employment Type
Contract
