Service Management Lead

Project Role : Service Management Lead

Project Role Description : Lead the delivery of programs, projects or managed services. Coordinate projects through contract management and shared service coordination. Develop and maintain relationships with key stakeholders and sponsors to ensure high levels of commitment and enable strategic agenda

Must have skills : ServiceNow

Good to have skills : NA

Minimum 12 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Summary:

Service Operations Manager - Role Purpose

Own and protect end-to-end service delivery performance across L2, L3, and L4 support tiers

Sole accountable owner for SLA compliance, penalty management, KPI governance, SLA exemptions, and stakeholder satisfaction

Drive a data-led, automation-first service culture with measurable outcomes

Key Responsibilities & Requirements -

Service Operations

Manage daily operations across L2, L3, and L4 support services with full accountability for delivery quality

Govern Incident, Request, Problem, Change, and Major Incident Management processes per defined standards

Drive service stability, reduce MTTR, and eliminate recurring failures through structured problem management

Own the ticket backlog — enforce prioritization, ageing controls, and closure quality standards

SLA Ownership & Penalty Management

Proven hands-on experience managing SLAs, contractual KPIs, penalty governance, and SLA exemption processes

Own all contractual SLAs end-to-end — maintaining Green status across all service lines at all times

Actively manage and defend SLA exemption requests — validate, document, and negotiate exemptions where applicable

Track penalty exposure in real time trigger pre-emptive actions to prevent financial penalties before breach windows open

Maintain a penalty register — document all near-misses, breaches, root causes, and remediation actions

Lead monthly/quarterly SLA review governance — present performance data, trends, and improvement plans

Ensure contractual obligations are fully understood by delivery teams and reflected in operational targets

Experience in penalty clause negotiation and SLA contract interpretation

KPI Governance & Performance Analytics

Strong analytical skills : ability to build dashboards, interpret service data, and drive decisions from metrics

Define, own, and report on the full KPI framework , covering response times, resolution rates, backlog ageing, reopen rates, first-time fix, CSAT, and availability

Build and maintain real-time service performance dashboards for both internal operations and external reporting

Use data analytics to identify service trends, predict risk areas, and generate actionable insights before issues escalate

Drive weekly and monthly analytics reviews with delivery leads , turning data into improvement actions, not just reports

Benchmark performance against contractual baselines and industry standards flag deviations immediately