Service Management Lead

Accenture; Bengaluru; On-site; INR 1,600,000 - 2,600,000; Full time

Job summary

Accenture is seeking a Service Operations Manager to own end-to-end service delivery across L2-L4 support, ensuring SLA compliance and governance. The role emphasizes data-led improvements, incident management, and KPI-driven performance.

You will lead with contract and SLA expertise, manage penalties, and build real-time dashboards to drive actions. Strong stakeholder engagement and a hands-on delivery mindset are essential.

Qualifications

• 12 years of experience is required.
• 15 years full-time education required.
• Must have ServiceNow skills.

Responsibilities

• Service Operations: Manage daily operations across L2, L3, L4 with accountability for delivery quality.
• Govern Incident, Request, Problem, Change, and Major Incident Management per defined standards.
• Drive service stability, reduce MTTR, and eliminate recurring failures through structured problem management.
• Own the ticket backlog — enforce prioritization, ageing controls, and closure quality standards.
• SLA Ownership & Penalty Management: Proven hands-on experience with SLAs, KPIs, penalties and exemptions.

Skills

ServiceNow

Education

15 years full time education

Job description

Project Role

Service Management Lead

Project Role Description

Lead the delivery of programs, projects or managed services. Coordinate projects through contract management and shared service coordination. Develop and maintain relationships with key stakeholders and sponsors to ensure high levels of commitment and enable strategic agenda

Must have skills

ServiceNow

Good to have skills

NA

Minimum Experience

12 year(s) of experience is required

Educational Qualification

15 years full time education

Summary

Service Operations Manager - Role Purpose Own and protect end-to-end service delivery performance across L2, L3, and L4 support tiers Sole accountable owner for SLA compliance, penalty management, KPI governance, SLA exemptions, and stakeholder satisfaction Drive a data-led, automation-first service culture with measurable outcomes

Key Responsibilities & Requirements

• Service Operations
• Manage daily operations across L2, L3, and L4 support services with full accountability for delivery quality
• Govern Incident, Request, Problem, Change, and Major Incident Management processes per defined standards
• Drive service stability, reduce MTTR, and eliminate recurring failures through structured problem management
• Own the ticket backlog - enforce prioritization, ageing controls, and closure quality standards
• SLA Ownership & Penalty Management
• Proven hands-on experience managing SLAs, contractual KPIs, penalty governance, and SLA exemption processes
• Own all contractual SLAs end-to-end - maintaining Green status across all service lines at all times
• Actively manage and defend SLA exemption requests - validate, document, and negotiate exemptions where applicable
• Track penalty exposure in real time trigger pre-emptive actions to prevent financial penalties before breach windows open
• Maintain a penalty register - document all near-misses, breaches, root causes, and remediation actions
• Lead monthly/quarterly SLA review governance - present performance data, trends, and improvement plans
• Ensure contractual obligations are fully understood by delivery teams and reflected in operational targets
• Experience in penalty clause negotiation and SLA contract interpretation
• KPI Governance & Performance Analytics
• Strong analytical skills : ability to build dashboards, interpret service data, and drive decisions from metrics
• Define, own, and report on the full KPI framework , covering response times, resolution rates, backlog ageing, reopen rates, first-time fix, CSAT, and availability
• Build and maintain real-time service performance dashboards for both internal operations and external reporting
• Use data analytics to identify service trends, predict risk areas, and generate actionable insights before issues escalated
• Drive weekly and monthly analytics reviews with delivery leads , turning data into improvement actions, not just reports
• Benchmark performance against contractual baselines and industry standards flag deviations immediately

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