Service Manager

Innefu Labs; New Delhi; On-site; INR 4,200,000 - 6,800,000; Full time

Job summary

Innefu Labs is seeking a techno-commercial Service Manager - Enterprise to own customer relationships, solution health, and revenue growth for assigned private-sector accounts. You will lead SLA reviews, drive AI/LLM POC deployments, and ensure successful commercial conversions with stakeholders across CIO/CTO/CISO offices.

8+ years of SaaS/enterprise IT experience, with strong ITSM and CRM tools proficiency.

Qualifications

• 8+ years total experience in SaaS, enterprise IT products, AI/analytics, or customer success.
• Proven track record managing large private-sector accounts (BFSI/ITeS/Retail).
• Experience running software POCs, cloud familiarity (AWS/Azure/GCP), and enterprise security basics.

Responsibilities

• Own end-to-end service delivery, SLA adherence, and solution health.
• Manage multi-level stakeholder engagement across CIO/CTO/CISO offices and procurement.
• Identify upsell/cross-sell opportunities and drive renewals with Sales.

Skills

SaaS

Enterprise IT

AI/Analytics

Customer Success

ITSM

CRM Tools

Sales / Upsell

Education

BE/B.Tech

MBA (Sales/Marketing/GM)

Tools

ServiceNow

Jira Service Management

Salesforce

Zoho

Job description

Job Title: Service Manager - Enterprise

Department / Account Scope: Enterprise Accounts (BFSI, ITeS, Retail, and large private enterprises)

Location: As per account assignment (with travel to client sites in India and overseas as needed)

Employment Type: Full-time | Mid-Senior Level

Position at a Glance

Innefu Labs is seeking a techno-commercial Service Manager - Enterprise to own customer relationships, solution health, customer satisfaction, and revenue growth for assigned private-sector accounts. You will be equally comfortable running an SLA review with a bank's CIO office, spotting upsells, and leading AI/LLM proof of concept (POC) deployments to a successful close.

Key Responsibilities

• Account Ownership & Service Excellence: Own end-to-end service delivery, SLA adherence, and solution health. Acknowledge P1 incidents within 60 minutes and resolve within 8 hours; manage P2 incidents with a 24-hour resolution target. Ensure CMDB and deployment asset records maintain at least 95% accuracy.
• Customer Relationship Management: Build multi-level stakeholder engagement maps across business heads, CIO/CTO/CISO offices, risk, compliance, and procurement. Conduct monthly Customer Knowledge Sessions (CKS) and bi-annual workshops on cybersecurity, AI governance, and compliance updates.
• Account Management & Revenue Growth: Identify, qualify (BANT), and lead upsell, cross-sell, and expansion opportunities alongside the Sales team. Build and own Annual Account Growth Plans (AAGP) and ensure 100% subscription/AMC contract renewals.
• AI Solutions & POC Leadership: Lead AI/GenAI, LLM-based assistants, RAG, and agentic workflow proofs of concept (POCs) end-to-end from scoping to commercial conversion.
• ITIL Compliance & Service Governance: Log and resolve incidents, changes, and service requests via ITSM tools aligned with ITIL 4 practices. Drive Root Cause Analysis (RCA) for P1 and repeat P2 incidents.
• Team Collaboration: Direct Business Associates (BAs) on assigned accounts, running daily stand-ups and tracking ticket health and SLA-at-risk items.

Performance Framework & Key KPIs

• Customer Satisfaction & Trust (40% Weight): CSAT $≥ 4.2/5, NPS $≥ +40, SLA Compliance $≥ 97%, FCR $≥ 75%.
• Revenue & Growth (40% Weight): Account pipeline target achievement, renewal rate $≥ 95%, lead-to-opportunity conversion $≥ 30%.
• ITIL & Process Compliance (10% Weight): System uptime $≥ 99.5%, P1 resolution ≤ 8 hours, CMDB accuracy $≥ 95%.
• Learning & Development (10% Weight): Minimum 1 certification per year (ITIL Foundation mandatory within the first 6 months).

Required Background & Experience

• Experience: 8+ years of total experience, with at least 3-4 years in SaaS, enterprise IT products, AI/analytics, customer success, technical account management, or enterprise sales.
• Domain Expertise: Proven track record managing large private-sector accounts in Banking & Financial Services (BFSI), ITeS, or Retail.
• Technology & AI Acumen: Strong understanding of enterprise expectations for AI, RAG, and LLM-based products, with experience running software POCs. Working knowledge of cloud platforms (AWS, Azure, GCP), APIs, data platforms, and enterprise security frameworks (ISO 27001, SOC 2, RBI/SEBI guidelines, DPDP Act).
• Service Management: Hands-on experience with ITSM and CRM tools (ServiceNow, Jira Service Management, Salesforce, Zoho, etc.). ITIL Foundation certification (or willingness to complete within 6 months).

Qualifications

• B.E. / B.Tech in Computer Science, Electronics & Communication, IT, or a related discipline.
• MBA in Sales, Marketing, or General Management is strongly preferred (Engineering + MBA is the ideal combination).