Service Manager

Crescendo Global Leadership Hiring India; Pune District; Hybrid; INR 1,200,000 - 1,700,000; Full time

Benefits offered by this job

Health insurance

Performance bonus

Job summary

Crescendo Global Leadership Hiring India is seeking an experienced Service Manager to lead ITSM governance and supplier performance in a regulated, customer-facing environment. The role focuses on SLA governance, incident handling, and executive reporting to drive continual service improvement.

You will manage relationships with outsourced providers, ensure contracted performance, and leverage ITIL practices (ITIL 4 Foundation or higher) along with tools like ServiceNow or Jira Service

Qualifications

• 8-12 years of ITSM experience.
• Substantial SLA governance and monitoring in outsourced/cloud environments.
• Experience managing service providers and holding vendors to contracted performance.
• ItIL knowledge with ITIL 4 Foundation or higher certification.
• Experience with major-incident governance, problem management and service improvement.
• Proficiency with ITSM tools such as ServiceNow or Jira Service Management.
• Strong analytical skills to interpret service data and drive corrective action.
• Experience in regulated, customer-facing environments.

Skills

ITSM experience 8-12y

SLA governance

Vendor management

ITIL v4+

Major incidents & problem mgmt

ITSM tools (ServiceNow/Jira)

Analytics

Regulated env

Education

Degree-level education

Tools

ServiceNow

Jira Service Management

Power BI

Grafana

Microsoft Teams

Confluence

SharePoint

Jira

ServiceNow reporting

SLA monitoring

Job description

MUST-HAVE SKILLS AND EXPERIENCE

• 8-12 years of total experience, with a strong foundation in IT service management.
• Substantial experience in SLA governance, service performance monitoring and reporting in an outsourced IT, cloud or infrastructure environment.
• Demonstrable experience managing service providers and holding vendors accountable for contracted performance levels.
• Strong working knowledge of ITIL service management practices; ITIL 4 Foundation or higher certification.
• Experience of major-incident governance, problem management, executive reporting and service improvement.
• Proficiency with ITSM tools such as ServiceNow or Jira Service Management.
• Strong analytical skills with ability to interpret service data, identify trends and drive corrective action.
• Experience working in a regulated, customer-facing environment.

GOOD-TO-HAVE SKILLS

• Experience with contract and supplier governance, including service credits, change control and commercial performance.
• Familiarity with cloud technologies and operations (AWS, Azure) at a conceptual level.
• Supplier, commercial or service-management qualifications beyond ITIL (e.g. SIAM, ISO 20000).
• Experience in financial services, asset management or regulated industries.
• Familiarity with reporting and dashboarding tools (e.g. Power BI, Grafana).
• Degree-level education or equivalent professional experience.

SERVICE MANAGEMENT TOOLS

The Service Manager should have working proficiency with the following tools and platforms:

• ITSM Platforms: ServiceNow, Jira Service Management.
• Reporting and Dashboards: Power BI, Grafana, ServiceNow reporting.
• Collaboration: Microsoft Teams, Confluence, SharePoint.
• Document and Action Management: Jira, Confluence, SharePoint.
• SLA Monitoring: ServiceNow SLA management, custom dashboards.

COMPETENCIES

• Service management expertise Deep understanding of ITSM processes, SLA governance and continual improvement.
• Commercial acumen – Commercially aware, evidence-led and confident challenging suppliers while maintaining a constructive partnership.
• Communication – Clear written and verbal communication, including concise executive reporting and calm incident communications.
• Organisation – Strong organisation, facilitation, negotiation and action-tracking discipline.
• Contract interpretation – Able to connect contractual wording with real operational outcomes, controls and customer impact.
• Integrity and ownership – High integrity, ownership and willingness to escape early when service, cost or risk is outside tolerance.