Service Manager

4 days ago

Gurgaon, Haryana, India HBK CONNECT Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Position Overview

As our Managed Services Practice expands operations in India, we are seeking a dynamic and experienced Service Manager to oversee our overseas team. This leader will drive operational efficiency, extend support coverage for US-based clients, and ensure seamless collaboration between the India and US teams. The Service Manager will be pivotal in delivering exceptional service quality, optimizing processes, and fostering a culture of continuous improvement.

Key Responsibilities

  • Lead and manage the India-based service desk/support teams, including Tier 1 and Tier 2 resources.
  • Work towards expanding and growing India based Service Desk, NOC, SOC and other teams as needs and expectations continue to grow.
  • Ensure remote support efficiency and compliance with service level agreements (SLAs) for US clients.
  • Manage scheduling to guarantee full staffing during required coverage hours, including extended or overlapping support for US time zones.
  • Monitor and report on team metrics, KPIs, and recommend staffing adjustments as needed.
  • Review support processes, communications, and client feedback to identify training needs and areas for improvement.
  • Develop and implement standard operating procedures, best practices, and service-level training to enhance service delivery and client satisfaction.
  • Oversee escalation of complex issues and ensure timely resolution of technical problems.
  • Collaborate with US-based Account Managers and leadership to ensure key account needs are met and maintain strong client relationships.
  • Foster a culture of collaboration, accountability, and continuous improvement within the India team.
  • Assist in resource/capacity analysis and participate in budgeting.
  • Recruit, develop, and retain top talent with technical skills and customer service expertise.
  • Stay current with the latest technologies and trends relevant to managed services and support operations.
  • Ensure adherence to company policies, regulatory requirements, and safety initiatives.

Requirements

Education & Experience

  • Bachelor's degree in Information Technology, Business Administration, or related field preferred.
  • 5+ years of experience in service operations within an MSP environment.
  • 2+ years in a team lead or relevant leadership role, preferably with experience managing remote or overseas teams.

Skills & Certifications

  • Strong leadership and team management skills; ability to motivate and develop high-performing teams.
  • Excellent communication and interpersonal skills for effective interaction with clients and internal stakeholders across geographies.
  • Technical certifications are preferred.
  • Strong analytical and problem-solving abilities to identify and address service delivery challenges.
  • Experience with ConnectWise Manage PSA or similar service management platforms.
  • Technical expertise in areas such as cloud computing, network infrastructure, security, and data management.
  • Ability to work under pressure and manage multiple priorities.

Other Expectations

  • Commitment to fostering a diverse, inclusive, and collaborative work environment.

#HBK

  • IT Service Manager

    2 days ago

    Gurgaon, Haryana, India OU Health Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    Position Title:IT Service ManagerDepartment:IT Support ServicesJob Description:The IT Service Manager II is responsible for the overall coordination of all of the Service Management processes, measuring the performance and compliance to targeted service levels ensuring the quality and availability of critical OU Health IT services. This position also serves...

  • Service Manager

    7 days ago

    Gurgaon, Haryana, India Zypp Electric Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    𝗛𝗶𝗿𝗶𝗻𝗴 — 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗠𝗮𝗻𝗮𝗴𝗲𝗿 (𝗟𝗶𝗴𝗵𝘁 𝗖𝗼𝗺𝗺𝗲𝗿𝗰𝗶𝗮𝗹 𝗘𝗹𝗲𝗰𝘁𝗿𝗶𝗰 𝗩𝗲𝗵𝗶𝗰𝗹𝗲𝘀)𝗖𝗼𝗺𝗽𝗮𝗻𝘆: 𝗭𝘆𝗽𝗽 𝗘𝗹𝗲𝗰𝘁𝗿𝗶𝗰 | 𝗟𝗼𝗰𝗮𝘁𝗶𝗼𝗻: 𝗗𝗲𝗹𝗵𝗶 |...

  • Franchise Sales Manager

    2 days ago

    Gurgaon, Haryana, India MannuBhai Service Expert Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    We're Hiring: *Franchise Sales Manager*Company: MannuBhai Service ExpertLocation: Sector 48, Gurgaon, HaryanaIndustry: Retail / Franchise Operations / Service SectorRole Type: Full-Time | 6 Days WorkingShift: General Day ShiftOpen Positions: 5 (Male & Female)* Key Responsibilities:*Drive sales by converting leads into franchise partners.Present and explain...

  • Service Manager

    2 days ago

    Gurgaon, Haryana, India Securitas Full time ₹ 8,00,000 - ₹ 12,00,000 per year

    SECURITAS GROUPSecuritas is a world-leading safety and security solutions partner that helps make your world a safer place. With nine decades of deep experience means we see what others miss. By leveraging technology in partnership with our clients, combined with an innovative, holistic approach, we're transforming the security industry. With employees in 44...

  • Service Delivery Manager

    2 weeks ago

    Gurgaon, Haryana, India Cloudologic Full time ₹ 1,04,000 - ₹ 1,30,878 per year

    Company DescriptionCloudologic is a prominent cloud consulting and IT service provider based in Singapore with a deep-rooted presence in India.DescriptionSpecializing in cloud operations, cyber security, and managed services, our decade-long dedication to high-quality services has earned the trust of clients Description :This is a full-time hybrid role for a...

  • IT Service Manager

    2 weeks ago

    Gurgaon, Haryana, India CNH Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    About Us Innovation. Sustainability. Productivity. This is how we are Breaking New Ground in our mission to sustainably advance the noble work of farmers and builders everywhere. With a growing global population and increased demands on resources, our products are instrumental to feeding and sheltering the world.From developing products that run on...

  • Customer Service Manager

    5 days ago

    Gurgaon, Haryana, India Cityfurnish Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    Customer Service ManagerLocation: GurgaonCompany: Job Summary: We are seeking an experienced and results-driven Customer Service Head to lead our customer service team. The ideal candidate will have a strong background in managing chat functions and outbound sales conversions, ensuring exceptional customer experiences and driving sales growth. You will be...

  • Client Services Manager

    3 days ago

    Gurgaon, Haryana, India G&A Strategic Planners private limited Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    Company DescriptionWelcome to G&A Strategic Planners Private Limited, where dreams become events and every detail is a masterpiece. Our passionate team specializes in curating extraordinary experiences tailored to your unique vision. From intimate gatherings to grand celebrations, we transform ideas into unforgettable moments, ensuring every aspect is...

  • Client Services Manager

    7 days ago

    Gurgaon, Haryana, India Kalaa Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Company DescriptionKalaa is an experiential marketing company that specializes in creating and executing unique experiences integrated with bespoke technology and engaging content. Since its inception in 2019, Kalaa has partnered with major brands including Nestle, Doubtnut, Lixil, Delhi Police, IGNCA, and the Ministry of Culture. With offices in Delhi and...

  • Sales Manager

    2 days ago

    Gurgaon, Haryana, India mannu bhai service expert Full time ₹ 25,000 - ₹ 65,000 per year

    We're Hiring – Domestic Sales Executive & Franchise Sales Manager | Gurgaon Location1. Position: Domestic Sales Executive (Female Candidates Only)Openings: 1Location: Gurgaon, HaryanaShift: General | Working Days: 6 Days/WeekCompensation: Fixed + Attractive Incentive StructureKey Responsibilities:Handle daily customer inquiries and convert leadsShare...