Service Delivery Manager

Accelya; Mumbai; On-site; INR 3,000,000 - 4,500,000; Full time

Benefits offered by this job

Competitive salary and benefits

Career growth opportunities

Flexible work arrangements

Job summary

Accelya, Mumbai-based, is seeking a Manager Service Management (Enterprise Infrastructure) to own service management across enterprise IT. You will lead initiatives to improve reliability, reduce costs, and align IT services with business goals.

Collaborate with cross-functional teams to drive operational excellence and mentor staff. You will oversee incident lifecycles, infrastructure monitoring, service catalog optimization, and capacity planning to ensure uptime and performance.

Qualifications

• Strong expertise in IT service management principles (ITIL or equivalent).
• Proven track record in managing enterprise infrastructure services.
• Hands-on experience with incident management, monitoring tools, service portfolio, SLA governance, capacity and availability management.
• Exposure to ManageEngine ServiceDesk Plus, Endpoint Central and Site24x7 is a plus.
• Excellent leadership, analytical and communication skills.
• Advanced knowledge of ITSM tools, monitoring platforms and reporting dashboards.

Responsibilities

• Lead enterprise infrastructure service management projects and initiatives.
• Monitor progress and report results to leadership and stakeholders.
• Serve as primary contact for service management matters.
• Mentor and guide team members in best practices.
• Oversee end-to-end incident lifecycle and root cause analysis.
• Ensure proactive IT infrastructure monitoring to minimize downtime.
• Maintain and optimize the IT service catalog and SLA governance.
• Forecast and manage capacity to meet current and future business needs.
• Ensure availability, redundancy and resilience of critical services.
• Act as escalation point for critical issues and communicate effectively.
• Engage stakeholders to align IT services with business priorities.

Skills

ITSM

ITIL

Incident mgmt

Monitoring tools

SLA governance

Capacity planning

Availability mgmt

Leadership

Tools

ManageEngine ServiceDesk Plus

Endpoint Central

Site24x7

Job description

Manager Service Management (Enterprise Infrastructure)

Mumbai

Role Purpose

As a Manager Service Management (Enterprise Infrastructure), you will take ownership of service management challenges across enterprise infrastructure, lead initiatives that drive operational excellence, and deliver measurable results. Collaborating with crossfunctional teams, you will ensure IT services are reliable, costeffective, and aligned with business objectives.

Duties & Responsibilities

• Develop and implement strategies for enterprise infrastructure service management that align with company objectives.
• Oversee execution of service management tasks, ensuring high quality and timeliness.
• Collaborate with key stakeholders to identify opportunities for improvement.
• Maintain a high standard of excellence in service management practices.

Primary Duties & Responsibilities

• Lead and manage projects within the scope of enterprise infrastructure service management.
• Monitor progress and report results to leadership and stakeholders.
• Serve as the primary point of contact for service managementrelated matters.
• Provide mentorship and guidance to team members.
• Incident Management: Oversee the endtoend incident lifecycle, ensuring timely resolution and root cause analysis.
• IT Infrastructure Monitoring: Ensure proactive monitoring of servers, networks, and applications to minimize downtime.
• Service Portfolio Management: Maintain and optimize the IT service catalog, aligning services with business needs.
• SLA Management: Define, track, and enforce service level agreements to ensure compliance and customer satisfaction.
• Capacity Management: Forecast and manage IT infrastructure capacity to meet current and future business demands.
• Availability Management: Ensure critical IT services are consistently available, implementing redundancy and resilience strategies to minimize downtime.
• Escalation Management: Act as the escalation point for critical service issues, ensuring swift resolution and communication.
• Stakeholder Engagement: Build strong relationships with business stakeholders to align IT services with business priorities.

Knowledge, Experience & Skills

• Strong expertise in IT service management principles and methodologies (ITIL or equivalent).
• Proven track record of success in managing enterprise infrastructure services.
• Handson experience with incident management, IT infrastructure monitoring tools, service portfolio management, SLA governance, capacity planning, and availability management.
• Exposure to ManageEngine ServiceDesk Plus, Endpoint Central, and Site24x7 is an added advantage.
• Exceptional leadership, analytical, and communication skills.
• Advanced knowledge of relevant ITSM tools, monitoring platforms, and reporting dashboards.

What We Offer

• Competitive salary and benefits.
• Opportunities for career growth and professional development.
• Flexible work arrangements to promote worklife balance.
• An inclusive and collaborative work culture.

About Accelya

Accelya is a leading global software provider to the airline industry, powering 200+ airlines with an open, modular software platform that enables innovative airlines to drive growth, delight their customers and take control of their retailing. Owned by Vista Equity Partners long-term perennial fund and with 2K+ employees based around 10 global offices, Accelya are trusted by industry leaders to deliver now and deliver for the future. The companys passenger, cargo, and industry platforms support airline retailing from offer to settlement, both above and below the wing. Accelya are proud to deliver leading-edge technologies to our customers including through our partnership with AWS and through the pioneering NDC expertise of our Global Product teams.

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!