Service Request Manager

Agfa-Gevaert; Mumbai; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Agfa-Gevaert Group is seeking a Service Request Manager to lead end-to-end management of service requests within our Global IC IT organization. You will drive process excellence, governance, and automation to deliver high-quality IT services to users worldwide.

The role emphasizes collaboration with internal teams, managed service providers, and external suppliers to ensure scalable, compliant service delivery and a superior user experience.

Qualifications

• Bachelor's degree in IT, CS, Engineering or related discipline.
• Proven experience in Service Request Management.
• Strong knowledge of ITIL Service Request Management principles.
• Experience with outsourced service providers and vendor management.
• Excellent stakeholder and supplier management skills.

Responsibilities

• Own and continuously improve the global Service Request Management process.
• Ensure efficient and timely fulfillment of service requests in line with SLAs.
• Manage IT Service Catalogue, keeping services accurate and consumable.
• Coordinate resolution of complex service requests across multiple teams.
• Monitor performance, identify trends, and drive improvements via analytics.
• Collaborate with suppliers and internal stakeholders to optimize delivery.
• Drive automation initiatives to improve efficiency and user experience.
• Establish governance controls to ensure ITSM policy compliance.
• Develop and maintain process documentation and workflows.
• Act as backup for the Change Manager when required.

Skills

Strong communication

Analytical reporting

Stakeholder management

Process governance

Automation mindset

Education

Bachelor's degree in IT/CS/Engineering

Tools

ITIL Knowledge

Service Catalog Management

Vendor/Supplier Management

Job description

The Agfa-Gevaert Group develops, manufactures and distributes an extensive range of analogue and digital imaging systems and IT solutions, mainly for the printing industry and the healthcare sector, as well as for specific industrial applications. Although the company generates its entire turnover in business-to-business markets, it also contributes to everyday life around the world. Whenever you read a newspaper or visit a hospital, Agfa technology is often involved behind the scenes. The Agfa-Gevaert Group strives to be the partner of choice for imaging and information systems by delivering innovative technology, high-quality solutions, and sustainable business practices. Agfa’s headquarters and parent company are located in Mortsel, Belgium.

About the Role

Agfa is seeking a service-oriented and process-driven Service Request Manager to join its Global IC (Information & Communication Systems) organization. In this role, you will be responsible for the end-to-end management and continuous improvement of the Service Request Management process, ensuring that users receive standard IT services efficiently, consistently, and within agreed service levels.

You will work closely with internal stakeholders, managed service providers, and technical teams to optimize request fulfillment, enhance user experience, and improve operational efficiency through governance, automation, and process excellence. As part of the global IT Service Management organization, you will help ensure that service requests are delivered in a scalable, compliant, and customer-focused manner.

About You (Skills Required):

You are highly organized, customer-focused, and passionate about delivering efficient IT services. You enjoy improving processes, collaborating across teams, and leveraging data to enhance service performance and user satisfaction.

You possess:

• Strong communication and coordination skills.
• A customer-centric mindset with a focus on service quality and user experience.
• Strong analytical and reporting capabilities.
• Excellent stakeholder and supplier management skills.
• Strong process governance and organizational capabilities.
• A continuous improvement mindset with an interest in automation and service optimization.

What You'll Do (Duties & Responsibilities):

• Own and continuously improve the global Service Request Management process.
• Ensure efficient and timely fulfillment of service requests in accordance with agreed service levels.
• Manage and maintain the IT Service Catalogue, ensuring services remain accurate, relevant, and easy to consume.
• Coordinate the resolution and fulfillment of complex service requests involving multiple teams and service providers.
• Monitor service request performance, identify trends, and drive service improvements through reporting and analytics.
• Collaborate with suppliers and internal stakeholders to optimize service delivery and request fulfillment processes.
• Drive automation initiatives to improve efficiency, reduce manual effort, and enhance user experience.
• Establish and maintain governance controls to ensure compliance with IT Service Management standards and policies.
• Develop and maintain process documentation, service request workflows, and operational procedures.
• Act as backup for the Change Manager when required.

What You'll Bring (Experience & Qualifications):

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business Information Systems, or a related discipline.
• Proven experience in Service Request Management.
• Strong knowledge of ITIL Service Request Management principles and best practices.
• Experience in service management, process governance, and operational excellence initiatives.
• Experience working with outsourced service providers and vendor-managed environments.
• Strong stakeholder and supplier management skills.
• Excellent customer service orientation and ability to balance user expectations with operational requirements.
• Experience with service catalog management, request fulfillment processes, and workflow optimization.
• Strong analytical skills with experience in reporting, KPI monitoring, and performance management.
• Experience driving process improvement and automation initiatives.
• ITIL Foundation certification or equivalent Service Management certification is considered an asset.

Why Join Us:

• Work in a global, multicultural, and collaborative team environment.
• Opportunity to contribute to a digital transformation initiatives.
• Competitive compensation and benefits.
• Long-term learning and career development opportunities.
• Be part of a global IT organization committed to delivering high-quality services to users worldwide.
• Collaborate with international teams, business stakeholders, and strategic technology partners.
• Drive innovation through automation and process excellence initiatives.
• Play a key role in improving employee experience and service delivery effectiveness across Agfa's global IT landscape.

If you are passionate about service management, customer experience, process improvement, and operational excellence, we invite you to join Agfa and contribute to the evolution of our global IT services.

Job Segment: Service Manager, User Experience, Computer Science, Information Systems, Business Process, Customer Service, Technology, Management