Live opening · Posted 2 days ago
Service Manager GBS ITS
freseniusmedicalcare · Bengaluru, KA
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At a glance
The key details from the original listing.
Companyfreseniusmedicalcare
LocationBengaluru, KA
Source
Workday
Listed2 days ago
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About the role
Description supplied by the original job listing.
Key ResponsibilitiesCustomer & Service Management
Build a strong understanding of customer business needs and service requirements.
Conduct regular service review meetings and drive stakeholder engagement.
Manage service escalations, major incidents, and delivery issues.
Drive service improvement initiatives to enhance customer satisfaction.
Communicate service updates, operational changes, metrics, and improvement initiatives effectively.
Define, monitor, and report service quality metrics and KPIs.
Technology Delivery Management
Govern end-to-end IT service delivery across enterprise applications, cloud, SaaS, and digital platforms.
Partner with Product Owners, DevOps, Infrastructure, Security, and Support teams to ensure reliable service delivery.
Manage Service Catalogues, SLAs, KPIs, and operational reporting.
Coordinate operational change requests and service transitions.
Ensure SLA compliance and delivery performance across supported services.
Continuous Improvement & Operational Excellence
Drive continuous improvement initiatives using operational metrics, customer feedback, and service analytics.
Promote Agile, DevOps, Lean, and ITIL best practices.
Support Agile, Cloud, DevOps, ITSM, and operational capability development.
Drive service quality, governance, and operational excellence.
Support compliance with organizational policies, audit requirements, and internal procedures.
Qualifications
Bachelor's degree in Information Technology, Computer Science, Business Administration, Engineering, or a related discipline.
Master's degree is preferred.
Experience
Minimum 5 years of experience in IT Service Delivery, Technology Operations, or Digital Delivery within an SSC, GCC, or BPO environment.
Overall experience of 8+ years in technology service delivery is preferred.
Experience working with Agile, DevOps, Cloud, and SaaS environments.
Proven track record of delivering enterprise IT services and meeting SLA/KPI commitments.
Experience managing enterprise stakeholders and cross-functional technology teams.
Required SkillsFunctional
IT Service Management (ITIL)
Service Delivery Management
Incident, Problem, Change, and Release Management
Operational Governance
Stakeholder Management
Customer Relationship Management
Continuous Improvement
Service Excellence
Technical
ServiceNow
Jira
Confluence
Azure DevOps
Microsoft 365
Power BI / Dashboarding tools
Preferred Certifications
ITIL Foundation / ITIL v4
Scrum / Agile Certification
SAFe Certification
PMP
PRINCE2
Lean Six Sigma
Success Measures
SLA and KPI achievement
Customer satisfaction
Service quality and operational stability
Effective incident and escalation management
Continuous improvement initiatives
Operational efficiency
Stakeholder satisfaction
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