IT Service Manager

Job Description

Role Summary:

The Project Manager / Service Manager is responsible for endtoend delivery and governance of IT Infrastructure services across multiple sites. The role ensures stable operations, SLA/KPI adherence, value realization, and IT transformation, while serving as a key interface with senior leadership (VP level).

Key Responsibilities: -

Service & Operations Delivery

• Lead delivery of End User Computing (EUC), HPE GreenLake, Storage, and Network services

• Manage remote IT infrastructure operations across all sites

• Ensure compliance with agreed SLAs, KPIs, and service quality standards

• Oversee incident, problem, change, and service request management

Project & IT Transformation

• Lead IT transformation initiatives as structured projects

• Drive infrastructure modernization, optimization, and standardization

• Track and report business value, cost optimization, and efficiency gains

Governance & Stakeholder Management

• Prepare and present MSR (Monthly Service Review) and LPI (Leading Performance Indicators) to VP-level leadership

• Provide clear visibility on service performance, risks, and improvement plans

• Act as primary contact for business stakeholders, vendors, and service partners

People & Vendor Management

• Lead, mentor, and develop a 15+ member multi-skilled team

• Manage vendor performance and delivery commitments

• Drive accountability, skill enhancement, and engagement

Skill Set

• Strong experience in IT Infrastructure & Service Management

• Expertise in EUC, Servers, Storage, Network, and HPE GreenLake

• Experience managing multi-site, manufacturing IT environments

• Excellent communication, presentation, and stakeholder management skills

Qualifications

Educational qualification:

• BE, BTech, BCA, BSc (IT) MCA, MBA (IT) and MSc(IT)

Experience :

• Overall, 10-12 Years in IT Service Management / Project Management