Manager - Service Management

Accelya; Mumbai; Hybrid; INR 2,000,000 - 4,200,000; Full time

Benefits offered by this job

Hybrid work environment

Work-life balance

Dynamic multicultural environment

Job summary

Accelya in Mumbai seeks a Manager - Service Management (Cargo) to lead a cross-functional team, drive service quality and SLA adherence, and partner with engineering and infra teams to resolve client issues.

The role focuses on ITIL-based governance, data-driven improvement, and introducing AI-powered ITSM for proactive detection and restoration, with a hybrid work model and global airline customers.

Qualifications

• 10-15 years of experience in customer support management.
• Minimum 5 years of people management experience.
• Experience with CRM ticketing tools and ERP systems.

Responsibilities

• Lead and manage the group with direction, coaching and performance management.
• Collaborate with engineering and infrastructure teams to resolve customer issues.
• Ensure SLA adherence and report service quality to senior leadership.
• Drive automation and AI adoption to improve service detection and restoration.
• Lead service improvement initiatives using data and customer feedback.
• Conduct business reviews and escalation handling with customers.

Skills

People management

Analytics

Stakeholder management

Communication

Critical thinking

Education

Bachelor's degree in IT or related field

Tools

CRM ticketing tools

ERP applications

Oracle

Java frameworks

AI-powered ITSM platforms

ITIL practices

Job description

For more than 40 years, Accelya has been the industry’s partner for change, simplifying airline financial and commercial processes and empowering the air transport community to take better control of the future. Whether partnering with IATA on industry-wide initiatives or enabling digital transformation to simplify airline processes, Accelya drives the airline industry forward and proudly puts control back in the hands of airlines so they can move further, faster.Job Description - Manager - Service Management (Cargo)Location: Mumbai Duties & ResponsibilitiesLead and manage the group, providing direction, coaching and performance managementWork in close partnership with engineering, infrastructure and other teams to resolve issues for customersEnsure customer issues are resolved within agreed SLAs, monitored and consistently metReport on service quality, SLA performance and operational risk to senior leadershipDrive automation and AI adoption to improve service detection and restorationUtilize the ITIL service management standards & processes to improve the governance and reportingLead service improvement initiatives, using data and customer feedback to drive measurable quality improvementsLead customer meetings including (not limited to) business reviews, escalations etc. Required Experience & Skills10-15 years of experience managing customer support, with at least 5 years of people managementStrong experience on working with CRM based ticketing tools, supporting Tier-1 ERP applicationsProven track record of delivering service quality and SLA complianceStrong leadership, analytics and stakeholder management skillsBachelor’s degree in IT or related fieldExcellent verbal and written communication skills.Analytical and critical-thinking mindset.Ability to multitask and prioritize effectively. Preferred Experience & SkillsExperience in airline cargo domainExposure to ITIL practices and experience with AI-powered ITSM platformsHigh level knowledge on Oracle, Java frameworksTrack record of using service analytics and AI insights to drive continuous improvement and demonstrate valueDeep knowledge of ITSM best practices in airline technology environments What do we offer?An opportunity to work with industry leading & AI powered technologiesSmart working: a hybrid remote/office working environmentWork-life balanceAn excellent, dynamic and multicultural environment to work in About Accelya Accelya is a leading global software provider to the airline industry, powering over 200 airlines with an open, modular software platform. Owned by Vista Equity Partners, we bring together 2,000+ employees across 10 global offices. We are proud partners of AWS and pioneers in NDC expertise. Find out more at www.accelya.comWhat does the future of the air transport industry look like to you? Whether you’re an industry veteran or someone with experience from other industries, we want to make your ambitions a reality!