Service Manager GBS ITS

Freseniusmedicalcare; Bengaluru; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Fresenius Medical Care Bengaluru is seeking an experienced IT Service Delivery Manager to oversee end-to-end IT services across enterprise apps, cloud, SaaS, and digital platforms.

You will partner with product owners, DevOps, infrastructure, security, and support teams to ensure SLA compliance, metrics reporting, and continuous improvement.

Qualifications

• Bachelor's degree in IT/CS/Engineering or related discipline.
• Master's degree preferred.

Responsibilities

• Build strong understanding of customer business needs and service requirements.
• Conduct regular service review meetings and drive stakeholder engagement.
• Manage service escalations, major incidents, and delivery issues.
• Drive service improvement initiatives to enhance customer satisfaction.
• Define, monitor, and report service quality metrics and KPIs.
• Govern end-to-end IT service delivery across enterprise applications, cloud, SaaS, and digital platforms.
• Partner with Product Owners, DevOps, Infrastructure, Security, and Support teams to ensure reliable service delivery.
• Manage Service Catalogues, SLAs, KPIs, and operational reporting.
• Coordinate operational change requests and service transitions.
• Ensure SLA compliance and delivery performance across supported services.
• Drive continuous improvement initiatives using operational metrics, customer feedback, and service analytics.
• Promote Agile, DevOps, Lean, and ITIL best practices.
• Support Agile, Cloud, DevOps, ITSM, and operational capability development.
• Drive service quality, governance, and operational excellence.
• Support compliance with organizational policies, audit requirements, and internal procedures.

Skills

ITIL / ITSM

Service Delivery Management

Incident, Problem, Change, Release

Operational Governance

Stakeholder Management

Customer Relationship Management

Continuous Improvement

Service Excellence

Communication

Leadership

Education

Bachelor's degree in IT/ CS/ Engineering or related

Master's degree (preferred)

Tools

ServiceNow

Jira

Confluence

Azure DevOps

Microsoft 365

Power BI / Dashboarding tools

Job description

Key Responsibilities

Customer & Service Management

• Build a strong understanding of customer business needs and service requirements.
• Conduct regular service review meetings and drive stakeholder engagement.
• Manage service escalations, major incidents, and delivery issues.
• Drive service improvement initiatives to enhance customer satisfaction.
• Communicate service updates, operational changes, metrics, and improvement initiatives effectively.
• Define, monitor, and report service quality metrics and KPIs.

Technology Delivery Management

• Govern end-to-end IT service delivery across enterprise applications, cloud, SaaS, and digital platforms.
• Partner with Product Owners, DevOps, Infrastructure, Security, and Support teams to ensure reliable service delivery.
• Manage Service Catalogues, SLAs, KPIs, and operational reporting.
• Coordinate operational change requests and service transitions.
• Ensure SLA compliance and delivery performance across supported services.

Continuous Improvement & Operational Excellence

• Drive continuous improvement initiatives using operational metrics, customer feedback, and service analytics.
• Promote Agile, DevOps, Lean, and ITIL best practices.
• Support Agile, Cloud, DevOps, ITSM, and operational capability development.
• Drive service quality, governance, and operational excellence.
• Support compliance with organizational policies, audit requirements, and internal procedures.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Administration, Engineering, or a related discipline.
• Master's degree is preferred.

Experience

• Minimum 5 years of experience in IT Service Delivery, Technology Operations, or Digital Delivery within an SSC, GCC, or BPO environment.
• Overall experience of 8+ years in technology service delivery is preferred.
• Experience working with Agile, DevOps, Cloud, and SaaS environments.
• Proven track record of delivering enterprise IT services and meeting SLA/KPI commitments.
• Experience managing enterprise stakeholders and cross-functional technology teams.

Required Skills

Functional

• IT Service Management (ITIL)
• Service Delivery Management
• Incident, Problem, Change, and Release Management
• Operational Governance
• Stakeholder Management
• Customer Relationship Management
• Continuous Improvement
• Service Excellence

Technical

• ServiceNow
• Jira
• Confluence
• Azure DevOps
• Microsoft 365
• Power BI / Dashboarding tools

Preferred Certifications

• ITIL Foundation / ITIL v4
• Scrum / Agile Certification
• SAFe Certification
• PMP
• PRINCE2
• Lean Six Sigma

Success Measures

• SLA and KPI achievement
• Customer satisfaction
• Service quality and operational stability
• Effective incident and escalation management
• Continuous improvement initiatives
• Operational efficiency
• Stakeholder satisfaction