Job Opportunities

Service Manager

Job Title: Service Manager

Job Summary:

We are looking for an experienced and customer-focused Service Manager professional with 5+ years of experience in IT Service Management, Technical Account Management, or Post-Sales Service Delivery. The ideal candidate will be responsible for managing the complete post-sales customer lifecycle, ensuring seamless service delivery, SLA compliance, operational governance, customer satisfaction, and continuous service improvement. The role requires close collaboration with technical, finance, and business teams while maintaining strong customer relationships within a SaaS, CPaaS, Telecom, Cloud Communications, or IT Solutions environment.

Key Responsibilities:

1. Contract Handover & Service Governance

* Participate in contract handover meetings with Business Development and Sales teams.
* Review signed contracts, Statements of Work (SOW), and Service Level Agreements (SLAs).
* Define service scope and establish governance processes to prevent scope creep.
* Identify customer and internal stakeholders and establish escalation procedures.
* Prepare Account Service Plans and Service Management Runbooks.

2. Customer Onboarding & Service Configuration

* Conduct customer kick-off meetings and define communication and governance protocols.
* Coordinate service feasibility assessments and resource planning.
* Develop Service Registers, Standard Operating Procedures (SOPs), and Knowledge Base documentation.
* Train customers on IT Service Management (ITSM) ticketing processes.
* Coordinate with Technical Teams to validate system configurations, monitoring tools, security compliance, and access controls.

3. Service Delivery & Operations

* Convert customer SLAs into internal Operational Level Agreements (OLAs).
* Coordinate planned releases, maintenance activities, and Change Advisory Board (CAB) reviews.
* Manage Incident, Problem, and Change Management processes.
* Ensure timely Root Cause Analysis (RCA) documentation and communication after major incidents.

4. Performance Monitoring & Continuous Improvement

* Monitor service availability, uptime, and SLA compliance.
* Conduct Weekly Operational Reviews and Monthly Service Review meetings.
* Maintain Continuous Service Improvement (CSI) registers and track operational improvements.
* Collaborate with Finance and Revenue Assurance teams to ensure billing accuracy and support payment collections.
* Track operational performance using dashboards and MIS reports.

5. Customer Relationship & Business Growth

* Build long-term relationships with customer stakeholders and act as a trusted advisor.
* Drive customer adoption of self-service platforms and automation initiatives.
* Identify upselling and cross-selling opportunities and coordinate with Account Service Managers.
* Support contract renewals through SLA reports, service performance metrics, and ROI documentation.

Qualifications & Skills:

* Bachelor's Degree in Computer Science, Information Technology, Engineering, Business Administration, or a related field.
* Minimum **5+ years** of experience in IT Service Management, Technical Account Management, or Post-Sales Service Delivery.
* Strong knowledge of **ITIL Framework** including Incident, Problem, Change, Service Level Management, and Continuous Service Improvement (CSI).
* Experience working in **SaaS, CPaaS, Telecom, Cloud Communications, or IT Solutions** industries.
* Hands-on experience with ITSM tools, SLA management, service governance, and operational reporting.
* Knowledge of monitoring platforms, automation tools, and system integrations.
* Strong analytical, documentation, reporting, and problem-solving abilities.
* Excellent communication, stakeholder management, and customer relationship skills.
* Ability to manage executive-level escalations and cross-functional coordination.

Preferred Candidate:

* Experience managing enterprise customer accounts and post-sales service operations.
* ITIL Foundation Certification or higher is an added advantage.
* Proven ability to achieve SLA compliance and improve customer satisfaction.
* Experience driving automation, digital transformation, and Continuous Service Improvement initiatives.
* Good commercial understanding of billing validation, revenue assurance, and contract governance.
* Ability to identify customer growth opportunities while ensuring service excellence.

Employment Details:
Location: Kochi
Department: Service Management
Joining: Immediate Joiners Preferred

How to Apply:
Call or WhatsApp: 75938 33665
Email: recruitment@nesasoftware.com