Assistant Manager

2 weeks ago

Mumbai, Maharashtra, India Firstsource Solutions Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Assistant Manager - Technology

Date: Nov 11, 2025

Location:Mumbai, IN

Requisition ID: 17997

Description:

Client Operations Role

Service Management:

  • Manage the end-to-end delivery of services to clients in line with agreed SLAs and KPIs.
  • Ensure all service processes and operations are aligned with ITIL best practices.

Client Relationship Management:

  • Act as the primary point of contact for clients regarding service delivery matters.
  • Conduct regular service reviews and maintain strong, positive client relationships.

Team Leadership:

  • Lead, mentor, and manage cross-functional service delivery teams.
  • Coordinate with technical teams to resolve incidents, problems, and changes efficiently.

Process Improvement:

  • Identify areas for improvement and lead initiatives to enhance service performance and customer satisfaction.
  • Drive operational excellence through metrics, root cause analysis, and continuous feedback loops.

Incident & Escalation Management:

  • Handle escalations and ensure timely resolution of issues.
  • Maintain high service availability and prompt response to critical incidents.

Reporting & Documentation:

  • Generate and present service performance reports to clients and internal leadership.
  • Maintain proper documentation related to service delivery processes.

Compliance & Governance:

Conduct periodic floor audits to ensure desktop compliance.

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