Manager - Service Management

Accelya; Mumbai; Hybrid; INR 4,000,000 - 7,000,000; Full time

Benefits offered by this job

Hybrid work model

Work-life balance

Multicultural environment

Job summary

Accelya is a leading global software provider to the airline industry, headquartered in Mumbai. The Manager - Service Management (Cargo) will lead a service delivery team, coordinate with engineering and infrastructure, and ensure issue resolution within agreed SLAs across cargo-related IT systems.

The role demands 10-15 years in customer support with ≥5 years in people management, strong CRM/ERP experience, and a proven SLA-focused leadership style.

Qualifications

• 10-15 years of experience managing customer support, with at least 5 years of people management.
• Strong experience on working with CRM based ticketing tools, supporting Tier-1 ERP applications.
• Proven track record of delivering service quality and SLA compliance.
• Strong leadership, analytics and stakeholder management skills.
• Bachelor’s degree in IT or related field.
• Excellent verbal and written communication skills.
• Analytical and critical-thinking mindset.
• Ability to multitask and prioritize effectively.

Responsibilities

• Lead and manage the group, providing direction, coaching and performance management.
• Work with engineering, infrastructure and other teams to resolve issues for customers.
• Ensure customer issues are resolved within SLAs, monitored and consistently met.
• Report on service quality, SLA performance and operational risk to senior leadership.
• Drive automation and AI adoption to improve service detection and restoration.
• Utilize ITIL service management standards to improve governance and reporting.
• Lead service improvement initiatives using data and customer feedback.
• Lead customer meetings including business reviews and escalations.

Skills

Leadership

Stakeholder management

Analytics

Verbal and written communication

Analytical thinking

Multitasking

ITIL awareness

Education

Bachelor's degree in IT or related field

Tools

CRM ticketing tools

Oracle

Java frameworks

AI-powered ITSM platforms

Job description

Job Description - Manager - Service Management (Cargo)

Location: Mumbai

Duties & Responsibilities

• Lead and manage the group, providing direction, coaching and performance management
• Work in close partnership with engineering, infrastructure and other teams to resolve issues for customers
• Ensure customer issues are resolved within agreed SLAs, monitored and consistently met
• Report on service quality, SLA performance and operational risk to senior leadership
• Drive automation and AI adoption to improve service detection and restoration
• Utilize the ITIL service management standards & processes to improve the governance and reporting
• Lead service improvement initiatives, using data and customer feedback to drive measurable quality improvements
• Lead customer meetings including (not limited to) business reviews, escalations etc.

Required Experience & Skills

• 10-15 years of experience managing customer support, with at least 5 years of people management
• Strong experience on working with CRM based ticketing tools, supporting Tier-1 ERP applications
• Proven track record of delivering service quality and SLA compliance
• Strong leadership, analytics and stakeholder management skills
• Bachelor’s degree in IT or related field
• Excellent verbal and written communication skills.
• Analytical and critical-thinking mindset.
• Ability to multitask and prioritize effectively.

Preferred Experience & Skills

• Experience in airline cargo domain
• Exposure to ITIL practices and experience with AI-powered ITSM platforms
• High level knowledge on Oracle, Java frameworks
• Track record of using service analytics and AI insights to drive continuous improvement and demonstrate value
• Deep knowledge of ITSM best practices in airline technology environments

What do we offer?

• An opportunity to work with industry leading & AI powered technologies
• Smart working: a hybrid remote/office working environment
• Work-life balance
• An 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.com

What 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! 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.