Senior Service Manager

4 hours ago

Hyderabad Secunderabad Telangana, India beBeeService Full time ₹ 1,04,000 - ₹ 1,30,878
Senior Service Manager

As a senior service manager, you will be responsible for driving service resilience and reducing technical debt across our organization. Your key responsibilities will include:

  • Establishing clear expectations for partner performance in incident, change, and problem management.
  • Defining, implementing, and governing standardized runbooks to productize services across our value chain.
  • Governing and enhancing ITSM tools and processes in alignment with ITIL 4.0 principles.
  • Leading AMS operations standardization efforts, including backlog triaging, incident handling, and cross-functional alignment with partners.
  • Facilitating cross-team collaboration to drive high-quality releases in adherence to Agile principles.
  • Acting as the escalation point for major incidents, leading resolution through Red Team mobilization and cross-functional coordination.
  • Managing clear and timely communication of technical changes, outages, and status updates to all stakeholders.
  • Establishing robust governance frameworks and reporting systems to monitor KPIs and SLA compliance.

Additionally, you will collaborate with business stakeholders to ensure alignment of support and service activities with organizational needs. You may also be responsible for managing vendor contracts, AMS partner budgets, and operational costs as part of support governance.

To succeed in this role, you will require:

  • A strong understanding of ITSM frameworks (e.g., ITIL 4.0).
  • Proven problem-solving and incident management experience in enterprise settings.
  • Proficient in service delivery across AMS processes (Design/Build/Run).
  • Familiarity with Agile methodologies, sprint planning, and scrum processes.
  • Ability to drive effective communication between technical and business teams.
  • Strong analytical, organizational, and interpersonal skills.

The ideal candidate will have a collaborative mindset and customer-first approach, with self-motivation and excellent leadership skills. They must be able to work effectively in a fast-paced environment and adapt to changing priorities. The physical position requirements include regular working hours from 3:00 AM – 12:00 PM EST, with additional EST overlap required during production go-lives or major incidents.

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