Service Request Manager

Agfa Radiology Solutions; Mumbai; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Agfa Radiology Solutions is seeking a Service Request Manager in Mumbai to oversee end-to-end SRM, ensuring timely, compliant IT services. You will partner with internal teams, MSPs, and suppliers to optimize request fulfillment, governance, and user experience.

A strong service mindset and data-driven approach are essential. You will drive process improvements, support automation initiatives, and maintain service catalogs and documentation to ensure scalable, quality service delivery across the

Qualifications

• Bachelor's degree in IT, Computer Science, Engineering, BIS or related field.
• Proven experience in Service Request Management.
• ITIL SRM knowledge and best practices.

Responsibilities

• Own and continuously improve the global Service Request Management process.
• Ensure efficient fulfillment of service requests within defined SLAs.
• Manage the IT Service Catalogue for accuracy and usability.
• Coordinate resolution of complex service requests across teams and providers.
• Monitor performance, identify trends, and drive improvements via analytics.
• Collaborate with suppliers and stakeholders to optimize delivery.
• Lead automation initiatives to reduce manual effort and improve UX.
• Establish governance controls to ensure ITSM policy compliance.
• Develop and maintain process docs, workflows, and procedures.
• Act as backup for Change Manager when required.

Skills

Strong communication

Coordination

Customer-centric mindset

Analytical reporting

Stakeholder management

Process governance

Automation mindset

Education

Bachelor's degree in IT/CS/Engineering

Job description

Service Request Manager

Location: Mumbai, IN

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 Youll 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 Youll Bring (Experience Qualifications)

• Bachelors 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.

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