Service Manager GBS ITS

Role Purpose

• Drive Delivery excellence across enterprise technology services, digital platforms, cloud, SaaS, and application delivery
• Act as the bridge between Business, Engineering, Operations, and Technology teams
• Ensure high-quality, reliable, scalable, and customer-focused IT service delivery
• Drive governance, continuous improvement, operational stability, knowledge enablement, and service quality across the technology landscape

Key Responsibilities

Technology Delivery Management

• Govern end-to-end IT service delivery across applications, cloud, SaaS, and digital platforms
• Ensure SLA, KPI, availability, reliability, and customer satisfaction targets are achieved
• Lead service reviews, operational governance, and stakeholder engagement activities
• Manage escalations, major incidents, operational risks, and delivery issues
• Coordinate change, release, and service transition activities with Engineering and Operations teams
• Partner with Product Owners, DevOps, Infrastructure, Security, and Support teams to ensure seamless delivery

 
 Quality Assurance & Operational Excellence

• Drive service quality, operational governance, and delivery standards
• Support audit, compliance, security, and operational risk management activities
• Ensure operational readiness and quality assurance for releases and deployments
• Drive root cause analysis and problem management activities
• Support business continuity, resilience, and operational stability initiatives

Qualifications & Experience

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field
• 5+ years of experience in IT Service Delivery, Technology Operations, or Digital Delivery environments
• Experience working within Agile, DevOps, Cloud, and SaaS ecosystems
• Strong understanding of ITSM, Incident, Change, Problem, and Release Management ,
• Experience managing enterprise stakeholders and cross-functional technology teams

 Key Competencies

• IT Service Management (ITIL)
• Agile & DevOps delivery models
• Cloud & SaaS operational management
• Incident, Change & Release Management
• Stakeholder & Vendor Management
• Operational Governance & Service Excellence
• Continuous Improvement & Automation
• Analytical & Problem-Solving Skills
• Strong communication and stakeholder engagement
• Customer-focused and results-driven mindset

Preferred Certifications

• ITIL v4 and above
• Scrum / SAFe / Agile certifications
• PMP / Prince2
• Lean Six Sigma
• Azure / AWS Fundamentals
• DevOps Foundation

Technical Skills

• ServiceNow
• Jira / Confluence / Azure DevOps
• Power BI / Dashboarding tools
• Monitoring & Observability platforms
• Microsoft 365 Collaboration tools 

Success Measures

• SLA & KPI achievement
• Service reliability & operational stability
• Customer satisfaction improvement
• Incident & escalation management effectiveness
• Delivery quality & release success rate
• Automation & continuous improvement outcomes
• Operational efficiency & stakeholder satisfaction