Service Delivery Manager

Qinecsa Solutions; Bengaluru; On-site; INR 1,500,000 - 2,000,000; Full time

Job summary

Qinecsa Solutions is seeking a Service Manager to lead and optimise end-to-end IT service delivery in line with ITIL best practices. The role acts as a strategic partner to internal and external customers, merging service management with customer success to ensure reliability and value delivery.

You will monitor SLAs, drive incident resolution, and report on KPIs while guiding cross-functional teams. A strong leadership track record and ITIL v4 certification are required.

Qualifications

• Bachelor's degree in IT, business, or related field.
• 5+ years in service management and/or customer-facing roles.
• ITIL Foundation v4 required; advanced certifications preferred.
• Leadership experience across technical teams.

Responsibilities

• Maintain and improve ITIL-based service management processes.
• Monitor SLAs, OLAs, KPIs, and deliver performance reporting.
• Lead major incident resolution and root-cause analyses.
• Collaborate with technical, security, and application teams.

Skills

Leadership

Communication

Stakeholder mgmt

Problem solving

Education

Bachelor's degree in IT or related field

Tools

ITSM platforms

Job description

Reports To: Director of Service Management

Job Summary

The Service Manager will lead and optimise the end-to-end delivery of IT services in alignment with ITIL best practices while also acting as a strategic partner to internal and external customers. This role blends traditional IT service management with customer success principles—ensuring service reliability, high customer satisfaction, proactive engagement, and continuous value delivery.

Key Responsibilities

Service Management

• Maintain and improve ITIL-based service management processes.
• Monitor SLAs, OLAs, KPIs, and deliver performance reporting.
• Deliver excel and PowerPoint reports to customers on monthly basis
• Lead major incident resolution and root-cause analysis.
• Collaborate with technical, security, and application teams.
• Act as an escalation point for high-impact issues.
• Use ITSM toolsets to automate workflows and improve data quality.
• Support audits and compliance assessments.
• Understanding of GxP and Pharmacovigilance requirements

Customer Success

• Build trusted, long-term relationships with business partners.
• Act as a strategic advisor to maximise service value.
• Monitor customer sentiment and adoption.
• Ensure clear communication during incidents and changes.
• Identify opportunities to enhance service value.

Qualifications

• Bachelor's degree in IT, business, or related field.
• 5+ years in service management and/or customer-facing roles.
• ITIL Foundation v4 required; advanced certifications preferred.
• Leadership experience across technical teams.
• Experience with major ITSM platforms.Strong communication, stakeholder, and problem‑solving skills.

Preferred Skills

• Advanced ITIL certifications.
• PMP/PRINCE2/Lean Six Sigma.
• Familiarity with DevOps and cloud platforms.
• Knowledge of ISO 20000, COBIT, GDPR.

Success Metrics

• SLA compliance across key services.
• Reduction in MTTR for major incidents.
• High change success rate.Improved adoption and reduced escalations.