Service Manager

2 hours ago

Bangalore, India Global capability center Full time

Service Ownership & Strategy Own the service vision and roadmap for Backup & Storage, aligning with Digital Platform strategy and enterprise capability goals; Use performance data, incident learnings and stakeholder feedback to continuously evolve the service (targeting improved stability, faster restore times, and better user experience). Lead the governance framework for outsourced/managed services: contractual follow‑up, QBR/MBR reviews, risk management, financials (incl. cost/performance trade‑offs), and continuous improvement. treat contracts as living instruments for service steering and value delivery Requirements & Service Specification Prioritize service evolution based on impact, business value, and alignment with strategy. be data driven in follow‑up and the tracking, analyses and response to issues Drive audit readiness and continuity planning (e.g., restore tests, DR exercises, RPO/RTO validation), embedding regulatory, security and audit controls into vendor agreements and operations. Stakeholder Leadership & Experience Represent internal stakeholders in supplier discussions to ensure business value and user needs are reflected in service delivery; incident/problem/change, service catalog/reporting) and a coherent user experience across enterprise platforms. Proven Service Manager (or Service Owner for outsourced services) with deep experience in governing managed services , vendor performance and contract steering in an enterprise context. Strong grounding in backup & recovery and enterprise storage across on‑prem and cloud: e.g., Rubrik (strategic), NetApp (on‑prem/cloud), and lifecycle/capacity management. Experience guiding migration off legacy backup platforms is a plus. Comfortable turning business strategy into measurable objectives and SLA/SLO/SLI models, with hands‑on performance follow‑up and continuous improvement discipline Solid ITSM literacy (incident/problem/change, service catalog/reporting), with demonstrated ability to drive transparency and operational readiness together with suppliers and internal teams. Skilled in stakeholder leadership and communication—from engineers to executives—balancing strategic direction with structured follow‑up and clear accountability. Familiarity with security, compliance and audit requirements for infrastructure services (e.g., recovery testing, data retention, evidencing controls). experience with reliability concepts (error budgets) and observability practices. You excel in collaboration, both with internal and external stakeholders, and are passionate about building a work environment based on trust You are passionate about software development and you have an interest in staying up to date with new technologies You are self-propelled and have an innovative and creative mind Agile Mindset You have a strong belief in agile ways of working especially in accordance with SAFe You are flexible, open to new ideas and have a strong focus on continuous improvement You are an avid communicator, and are fluent in both spoken and written English You can build compelling and interesting presentations supporting your ideas

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