Service Line Manager

About the role

It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities.

What you'll do

• Lead CIMR escalations and executive-visible customer complaints by driving timely resolution, coordinating stakeholder communication
• Serve as the primary escalation point for CIMR engineers, perform case audits to improve quality and consistency
• Bring together the right technical and business stakeholders to address recurring issues with urgency, focus, and accountability
• Ensure effective workarounds are identified, documented, and made available to incident management teams
• Capture and communicate key learnings, best practices, and preventive recommendations to strengthen operational maturity across the organization

What you need

• 2–5 yrs of experience
• Escalation handling
• Root cause analysis
• Salesforce
• ServiceNow
• Communication
• Any graduate