Senior Service Manager

Computacenter; Bengaluru; On-site; INR 3,500,000 - 7,000,000; Full time

Job summary

Computacenter is seeking a Senior Service Delivery Manager to lead IT services, governance, and performance across the organisation. You will drive service maturity, manage major incidents, and mentor delivery managers, ensuring customer-focused outcomes aligned to business priorities.

You will partner with senior IT and business stakeholders, oversee service delivery forums, and champion continuous improvement, innovation, and cost-to-serve optimisation in a large enterprise environment.

Qualifications

• 15–20 years in IT Service Delivery/ITSM roles
• Proven track record in governance, performance and improvement initiatives
• Strong experience with major incidents, escalations and senior stakeholder management
• Experience in enterprise-scale or complex IT environments

Responsibilities

• Provide leadership across incident, problem, change, availability, and risk management
• Own and evolve end-to-end Service Delivery Management model
• Lead governance forums, performance reviews and operational decisions
• Coach and mentor Service Delivery Managers
• Support budget control, cost optimisation, and financial governance
• Ensure third-party services meet outcomes and support models

Skills

ITIL-aligned service mgmt

Stakeholder management

Leadership capability

Analytics & problem solving

Communication at exec level

Vendor governance

Job description

As a Senior Service Delivery Manager, you will play a critical leadership role in ensuring IT services are stable, resilient, and customer-focused, aligned to business priorities. You will act as a trusted partner to senior business and IT stakeholders, driving service excellence through strong governance, performance oversight, and continuous improvement.

You will lead service delivery practices across the organisation, providing strategic direction, operational assurance, and service maturity leadership, while coaching and mentoring Service Delivery Managers to enhance capability and consistency.

This role operates at the heart of IT and business collaboration, ensuring services are delivered effectively, risks are managed proactively, and customer expectations are consistently exceeded.

What you'll do

Service Governance & Leadership (30%)

• Provide leadership across incident, problem, change, availability, and risk management
• Own and evolve the end-to-end Service Delivery Management model
• Lead service governance forums, performance reviews, and operational decision-making
• Act as a role model for service management excellence and leadership behaviours

Stakeholder & Escalation Management (20%)

• Act as a senior escalation point for major incidents, service risks, and recurring issues
• Build strong partnerships with senior business stakeholders, ensuring proactive and transparent communication
• Manage escalations effectively, balancing business impact, customer expectations, and operational constraints

Service Performance & Improvement (20%)

• Drive Problem Management outcomes, including root cause analysis and preventative actions
• Analyse service performance data to identify trends and improvement opportunities
• Promote a culture of continuous improvement, operational excellence, and service maturity
• Champion innovation, including AI-led efficiencies and cost-to-serve optimisation

Service Transition & Lifecycle Management (10%)

• Ensure new and changed services are introduced through controlled, resilient transition processes
• Support full service lifecycle management to maintain quality and stability

People Leadership & Capability Development (10%)

• Coach, mentor, and provide direction to Service Delivery Managers and junior team members
• Support capability development, succession planning, and career progression within the service management function
• Lead team structures and line management responsibilities where applicable
• Contribute to budget control, cost optimisation, and financial governance
• Support vendor governance, including service reviews, KPI tracking, and performance management
• Ensure third-party services meet agreed outcomes and support models

What you'll need

Core Experience

• Significant experience with 15 – 20 years in IT Service Delivery / IT Service Management roles
• Proven track record in leading service governance, performance, and improvement initiatives
• Strong experience handling major incidents, escalations, and stakeholder management at senior levels
• Experience working in enterprise-scale or complex IT environments

Knowledge & Skills

• Strong understanding of ITIL-aligned service management practices
• Excellent stakeholder management and influencing skills, including at executive level
• Advanced analytical and problem-solving skills with the ability to interpret service data and trends
• Strong communication skills with the ability to drive alignment across business and IT
• Experience with service maturity frameworks, operational excellence, and transformation initiatives

Leadership Capability

• Demonstrated ability to lead, coach, and develop teams
• Ability to operate strategically while maintaining operational oversight
• Experience in large internal IT organisations or global enterprise environments
• Exposure to financial and commercial management
• Experience supporting service transformation, organisational change, or digital initiatives