ITSM-Manager

EY; Chennai District, Bengaluru; Hybrid; INR 2,400,000 - 4,000,000; Full time

Job summary

EY is seeking a Service Manager with transition experience to lead mid-scale Managed Services engagements and ensure smooth service transitions across multiple locations including Chennai and Bangalore. The role emphasizes ITSM ownership, stability, and proactive issue prevention, with a focus on delivery excellence.

The ideal candidate will have 8–13 years of experience, strong stakeholder management, and hands-on knowledge of ITSM frameworks, while leading a team of analysts, developers and

Qualifications

• Demonstrated expertise in leading and growing mid-scale Managed Services engagements.
• Strong experience in stakeholder management, liaising, troubleshooting and problem-solving across multiple teams and complex technologies.
• Proven experience in IT Service Management principles, methods and practices.
• Experience in Service Designing and Service Transition.
• Bachelor’s degree in Computer Science, Information Systems Management, Engineering or similar.

Responsibilities

• Lead and manage mid-scale Managed Services engagements across locations.
• Coordinate delivery across build, vendor, and support teams during transition.
• Drive service transition activities including knowledge transfer, readiness, and stabilization.

Skills

ITSM ownership

Service stability

RCA & prevention

Delivery excellence

Team leadership

ITSM frameworks

Multitasking

Communication skills

Willingness to travel

Education

Bachelor's degree in Computer Science / IT

Tools

Java

.NET

Guidewire

Salesforce

SAP

Job description

Experience: 08-13yrs

Location: Kerala, Chennai & Bangalore.

Skills and attributes for success

As the Service Manager with transition experience

• Strong ITSM process ownership (Incident, Problem, Change)
• Focus on service stability, availability, and SLA adherence
• Drive RCA and proactive issue prevention
• Emphasis on delivery excellence and service reliability
• Lead a motivated and skilled team of Business Analyst, Application Developers and Technical Architects
• Should be conversant with ITSM & Service Management frameworks
• Execute service transition (knowledge transfer, readiness, stabilization) ensuring smooth shift to steady state
• Manage operational readiness, risks, and coordination across build, vendor, and support teams during transition
• Ability to multitask in fast-paced environment
• Communication skills (written/oral)
• Willingness to travel

Ideally, youll also

• Certification in ITIL 4 foundation and higher levels, or Lean-Six Sigma certifications, or Prince2, or PMP from PMI
• Knowledgeable on Java, or .Net or SaaS products (Guidewire, Salesforce, SAP etc)
• Knowledgeable in cloud based products SAP, Azure/GCP/AWS cloud
• Perform an appropriate role in business development in terms of delivery management and transition and practice development.
• Supervise financial management of engagements to deliver value to clients and to the firm.
• Adoption new outsourcing delivery models & trends.
• Deliver outsourcing programmes, demonstrate expert consulting skills and advanced level of industry expertise to support delivery to clients
• Demonstrate people management and an ability to lead outsourcing services assignments.
• People capability development and management for the practice.
• Should be willing to work in shifts and on-call support.

What we look for

• Demonstrated expertise in leading and growing mid-scale Managed Services engagements
• Strong experience in stakeholder management, ability in liaisoning, troubleshooting and problem-solving skills with multiple teams with use of complex technologies.
• Proven experience in IT Service Management principles, methods and practices
• Experience Service Designing, Service Transition and
• Confidently articulates Service Management principles and maintains an in-depth knowledge
• A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline
• 10-15 years of experience with minimum 3 years leading mid-scale Managed Services projects
• Managed muti-year SOW with contract value ranging from 1-5 million USD per year
• Managed a reasonably sized team (20-30 FTEs) across locations, in an onshore-offshore model
• Experience working in multiple industries preferably Insurance/Financial services/Banking domains
• Executed Application engagements across or one of the technologies - Java, .Net, Guidewire, Salesforce, SAP products on cloud.
• Should have executed Service Transitions, Service Design and has hands on experience in taking applications to Steady State in Mandatory for more than 3 clients.
• Hands-on experience in driving services to steady state (3+ clients)