Service Manager GBS ITS

Fresenius Medical Care

Bengaluru

On-site

INR 500,000 - 800,000

Full time

3 days ago

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Job summary

Fresenius Medical Care in Bengaluru seeks an experienced IT Service Delivery Manager to lead end-to-end delivery of enterprise applications, cloud, SaaS, and digital platforms. You will partner with Product Owners, DevOps, Infrastructure, Security, and Support teams to ensure reliable service delivery and report on KPIs.

Focus on continuous improvement, governance, and alignment with ITIL, Agile, Lean, and DevOps practices; drive incidents, change, and release management to maintain service

Qualifications

ITIL foundations and service delivery experience required.
Experience managing incidents, problems, changes and releases.
Proven ability to govern services and report KPIs/SLAs.
Strong stakeholder management and customer relationship skills.
Experience delivering enterprise IT services in SSC/BPO/large orgs.

Responsibilities

Build understanding of customer needs and service requirements.
Lead regular service reviews and drive stakeholder engagement.
Manage escalations, major incidents, and delivery issues.
Drive continuous improvement and service analytics.
Coordinate service delivery with Product, DevOps, Infra, Security, and Support.
Ensure SLA compliance and operational reporting.

Skills

ITIL

Service Delivery

Incident management

Problem management

Change management

Release management

Operational Governance

Stakeholder Management

Customer Relationship Management

Continuous Improvement

Service Excellence

Education

Bachelor's degree

Master's degree

Tools

ServiceNow

Jira

Confluence

Azure DevOps

Microsoft 365

Power BI

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