IS Service Manager

About the role

The IS Service Manager will be a key member of the ITSM function, responsible for hands-on ownership and execution of IT service management processes. This role is not limited to governance or delegation; the successful candidate is expected to actively work within the ITSM tool, analyze data, drive resolutions, and continuously improve service quality.

What you'll do

• Actively manage incidents end-to-end, including hands-on involvement in major incidents
• Ensure rapid restoration of service, effective communication, and clear ownership
• Monitor incident KPIs, trends, and root causes; proactively identify improvement actions
• Lead and document post-incident reviews and root cause analyses for major incidents
• Own the service request lifecycle, ensuring requests are fulfilled within agreed SLAs

What you need

• 6–11 yrs of experience
• ITIL
• Power BI
• Data privacy
• Communication
• B.Tech or B.E. or B.Sc or BCA