Service Manager

Innefu Labs Limited; Delhi; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

Innefu Labs Limited seeks a Service Manager – Enterprise to own the customer relationship, solution health, satisfaction and revenue growth for assigned private-sector accounts. This techno-commercial role balances technical oversight with commercial leadership, including AI/LLM POC facilitation.

You will drive strategic partnerships, perform weekly health reviews, coordinate with CIO offices across regions, and ensure renewals while identifying upsell opportunities to expand Innefu's footprint

Qualifications

• 8+ years of total experience in relevant roles.
• 3–4 years in account management or customer success.
• SaaS/enterprise sales experience with renewals and upsell.

Responsibilities

• Own end-to-end service delivery, SLA adherence and customer satisfaction for enterprise accounts.
• Drive P1/P2 incidents to closure with internal teams; lead health reviews.
• Lead POCs end-to-end, define success criteria and convert to paid deployments.
• Manage renewals, upsell and cross-sell with Sales; build AAGP per major account.

Skills

Customer relationship

Account management

Upsell & cross-sell

Enterprise SaaS

AI/POC leadership

ITIL

Stakeholder management

Education

BE / BTech in CS/EC/IT

MBA preferred

Tools

ServiceNow

Freshdesk

Jira Service Management

Salesforce

Zoho

Job description

The Service Manager – Enterprise owns the customer relationship, solution health, satisfaction and revenuegrowth for assigned private-sector accounts. This is a techno-commercial role. The person must be equally atease running an SLA review with a bank's CIO office, spotting an upsell in a business conversation, and leading anAI/LLM proof of concept (POC) to a successful close. The goal is to turn each account from a vendor contract intoa strategic partnership that delivers measurable value and repeat revenue for Innefu.

The Mandate: Techno-Commercial Account LeadershipIn line with the Innefu Service Management Policy Framework, the Service Manager – Enterprise must moveacross five dimensions:FROM TOReactive incident firefighter Structured problem manager and trusted account partnerSingle-point customer contact 360° multi-level relationship builder (CXO, business, IT, risk,procurement)Ad-hoc reporting Proactive, insight-led advisorCost centre role Revenue enabler and driver of upsell, cross-sell and renewalsProduct support AI adoption partner who scopes, runs and converts POCs.

CORE RESPONSIBILITIES

• Own end-to-end service delivery, SLA adherence, solution health and customer satisfaction for all assignedenterprise accounts.
• Monitor system health dashboards and fix issues before they become customer-visible incidents.
• Acknowledge P1 incidents within 60 minutes and resolve within 8 hours; resolve P2 within 24 hours — personally driving closure with internal teams.
• Drive zero unplanned critical outages through change management, preventive maintenance and monitoring aligned to ITIL 4.
• Maintain CMDB, deployment architecture and asset records with ≥ 95% accuracy.
• Meet customer-specific compliance needs (e.g. RBI guidelines, data privacy under the DPDP Act, ISO 27001,SOC 2, client audit requests).
• Run weekly health reviews with the Business Associate (BA) and report account health to the reporting manager every week.

B. Customer Relationship Management

• Build engagement maps across business heads, CIO/CTO/CISO offices, IT and data teams, risk andcompliance, procurement and senior leadership.
• Run at least one Customer Knowledge Session (CKS) per month per account — product training, newfeatures, best practices or AI awareness.
• Run bi-annual workshops on cybersecurity, AI governance, compliance updates and industry trends.
• Use every session to show product value, present new capabilities and spot gaps Innefu can solve.
• Keep a live stakeholder register (roles, influence, engagement history) updated in CRM within 24 hours ofeach interaction.
• Manage relationships with international customers across time zones and cultures, with confidence in global business settings.

C. Account Management & Revenue Growth

• Understand each customer's business, competition, regulators and digital/AI roadmap in depth.
• Listen for pain points, new projects and organisational changes that map to Innefu's products and services.
• Identify, qualify (BANT: Budget, Authority, Need, Timeline) and lead upsell, cross-sell and expansionopportunities with the Sales team.
• Build and own an Annual Account Growth Plan (AAGP) per major account: current revenue, growthopportunities, stakeholder map and renewal calendar.
• Ensure 100% subscription / AMC / contract renewals on or before the due date; work to increase renewalvalue year on year.
• Log all interactions, leads and opportunities in CRM within 24 hours; no stale records older than 2 weeks.

D. AI Solutions & POC Leadership

• Understand what enterprise customers now expect from AI — GenAI, LLM-based assistants, RAG (retrievalaugmented generation) over enterprise data, agentic workflows and AI-driven analytics.
• Explain AI capabilities, limits and risks (accuracy, hallucination, data security, cost) clearly to business andtechnical audiences.
• Lead POCs end to end: define use case and success criteria with the customer, plan data and infrastructureneeds, coordinate product and engineering teams, track progress and present results.
• Convert successful POCs into paid deployments, working with Sales on the commercial proposal.
• Feed customer insights and feature requests back to product teams to strengthen the AI roadmap.

E. ITIL Compliance & Service Governance

• Log, categorise and resolve all incidents, changes and service requests per ITIL 4-aligned SOPs; the ITSM toolis the single source of truth.
• Drive RCA for all P1 and repeat P2 incidents and share formal RCA reports with customers on time.
• Run quarterly ITIL compliance audits and submit a Service Improvement Plan (SIP).
• Route all production changes through the Change Advisory Board (CAB), including customer representation.
• Prepare template-compliant customer reports — MIS, incident summaries, QBR decks — with the BA.
• Direct the Business Associate(s) on assigned accounts: set daily priorities, review MIS and enforcedocumentation discipline.
• Run daily stand-ups with the BA on ticket health, SLA-at-risk items and open escalations.
• Ensure BAs complete LMS certifications, product training and knowledge contribution targets.
• Build a process-disciplined team culture with ITIL thinking and strong ownership.
• Complete ITIL Foundation within the first 6 months.
• Complete at least one product, AI or cloud certification per year via the Innefu LMS.
• Contribute at least one knowledge article or case study per quarter (including POC learnings). Join all SM huddles and bootcamps; lead at least one session per quarter.
• Keep a personal development plan, updated quarterly against the SM competency framework.

Requirements

• Proven track record managing large private-sector accounts — Banking & Financial Services, ITeS, Retail orsimilar — across business, IT, risk, procurement and CXO levels.
• Strong customer relationship and account management skills, with clear ownership of renewals, accountgrowth and pipeline.
• Demonstrated success in upsell, cross-sell and expansion, working closely with Sales.
• Prior experience in SaaS, enterprise sales or IT product companies — strongly preferred.
• Exposure to international customers (e.g. GCC, APAC, Europe, US) — an added advantage.

Technology & AI

• Sound tech acumen to understand current enterprise expectations of AI, RAG and LLM-based products, andto discuss use cases, architecture and risks credibly.
• Experience leading or closely supporting POCs / pilots for enterprise software, from scoping to conversion.
• Working knowledge of data platforms, analytics, APIs and integrations, cloud (AWS / Azure / GCP) and onpremise deployments.
• Familiarity with security and compliance frameworks used by enterprises — ISO 27001, SOC 2, RBI / SEBIguidelines, DPDP Act, GDPR.
• Exposure to Python, SQL or similar tools is an advantage, at a working (not development) level.

Service Management & ITIL

• Experience managing end-to-end service delivery: SLAs, incidents, changes and customer satisfactiontracking.
• ITIL Foundation certified, or well-versed in ITIL 4 practices.
• Hands-on with ITSM and CRM tools (ServiceNow, Freshdesk, Jira Service Management, Salesforce, Zoho orequivalent).
• Experience running QBRs, MIS reviews and executive briefings with professional documentation.
• Excellent written and verbal communication; confident presenting to senior enterprise stakeholders.

QUALIFICATIONS

• B.E. / B.Tech in Computer Science, Electronics & Communication, IT or a related discipline — stronglypreferred.
• MBA (Sales, Marketing or General Management) — preferred; engineering + MBA is the ideal combination.
• ITIL Foundation — mandatory (within 6 months of joining if not already certified).
• PMP / Prince2 / Agile, and AI or cloud certifications — preferred.
• 8+ years of total experience, with at least 3–4 years in account management, customer success, technicalaccount management or enterprise sales for SaaS / IT products.

IDEAL CANDIDATE PROFILE

The right person blends technical depth, commercial instinct and strong presence — someone who can hold asharp conversation with a bank's CTO about an LLM use case and build lasting trust with the operations teamthat uses the product every day.

Dynamic and customer-first — energetic, proactive and genuinely invested in the customer's success.

Commercially sharp — sees every interaction as a growth opportunity; maps customer needs to Innefu'sportfolio and drives upsell and cross-sell.

AI-fluent — understands what GenAI, RAG and LLM products can and cannot do, and is comfortable leadingPOCs to conversion.

Process-disciplined — knows great service comes from rigorous process, not heroics; ITIL-minded.

Relationship builder — builds multi-level relationships across the customer organisation, in India andoverseas.

Ownership-driven — takes full accountability for account health, SLAs, satisfaction and growth.

Clear communicator — polished in QBRs, executive reviews and everyday conversations.

Resilient — thrives in a fast-moving, high-expectation private-sector environment and acts decisivelywithout perfect information.