Manager-Service Management

Accelya; Mumbai; Hybrid; INR 2,500,000 - 4,200,000; Full time

Benefits offered by this job

Open culture

Flexible hours

Hybrid work model

Multicultural environment

Job summary

Accelya in Mumbai is seeking a Manager - Service Management to lead the service management team, govern ITIL processes across incident, problem, change and service request management, and drive excellence in service delivery.

The role emphasizes defining standards, monitoring SLAs, and reporting to senior leadership. You will drive automation and AI adoption across platforms to improve detection and resolution, with hybrid remote/office work.

Qualifications

• 7–10 years of experience in service management, incl. 3 years leading an ITSM team.
• Proven track record of delivering service quality and SLA compliance.
• Deep ITIL expertise and experience with AI-powered ITSM platforms.
• Strong leadership, analytics and stakeholder management skills.
• ITIL Foundation or Practitioner; Bachelor's degree in IT or related field.

Responsibilities

• Lead and manage the service management team, providing direction, coaching and performance management.
• Own ITIL service management processes, ensuring SLAs are defined, monitored and consistently met.
• Drive automation and AI adoption (ServiceNow AI or equivalent, Dynatrace or equivalent, PagerDuty AI or equivalent) to improve service detection and resolution.
• Define service management standards, governance and reporting frameworks.
• Report on service quality, SLA performance and operational risk to senior leadership.
• Lead service improvement initiatives, using data and customer feedback to drive measurable quality improvements.
• Manage relationships with key technology partners on service management tooling and support.

Skills

ITIL expertise

ITSM leadership

SLA management

AI-powered ITSM

Stakeholder management

Analytics

Education

ITIL Foundation or Practitioner

Bachelor's degree in IT

Job description

Job Description

Role Purpose

As Manager - Service Management at Accelya, you will lead the service management team, governing ITIL processes across incident, problem, change and service request management and driving excellence in service delivery.

Duties & Responsibilities

• Lead and manage the service management team, providing direction, coaching and performance management
• Own ITIL service management processes, ensuring SLAs are defined, monitored and consistently met
• Drive automation and AI adoption (ServiceNow AI or equivalent, Dynatrace or equivalent, PagerDuty AI or equivalent) to improve service detection and resolution
• Define service management standards, governance and reporting frameworks
• Report on service quality, SLA performance and operational risk to senior leadership
• Lead service improvement initiatives, using data and customer feedback to drive measurable quality improvements
• Manage relationships with key technology partners on service management tooling and support

Required Experience & Skills

• 7–10 years of service management experience, with at least 3 years managing an ITSM team
• Proven track record of delivering service quality and SLA compliance
• Deep ITIL expertise and experience with AI-powered ITSM platforms
• Strong leadership, analytics and stakeholder management skills
• ITIL Foundation or Practitioner; Bachelor's degree in IT or related field

Preferred Experience & Skills

• Proven experience implementing AI-powered ITSM platforms (ServiceNow AI or equivalent, Dynatrace or equivalent AI or equivalent) with measurable improvements in service quality and SLA performance
• Track record of using service analytics and AI insights to drive continuous improvement and demonstrate service management valueDeep knowledge of ITSM best practices in airline technology environments and how leading providers manage service quality
• Understanding of how AI will reshape service management — including autonomous incident resolution, AI-managed change advisory and intelligent problem management

What do we offer?

• An open culture with a creative and challenging opportunity to satisfy your intellectual needs
• Flexible working hours
• Smart working: a hybrid remote/office working environment
• 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