Manager - Service Management

Job Summary

Job Description - Manager - Service Management (Cargo)

Location: Mumbai

Responsibilities

• Lead and manage the group, providing direction, coaching and performance management
• Work in close partnership with engineering, infrastructure and other teams to resolve issues for customers
• Ensure customer issues are resolved within agreed SLAs, monitored and consistently met
• Report on service quality, SLA performance and operational risk to senior leadership
• Drive automation and AI adoption to improve service detection and restoration
• Utilize the ITIL service management standards & processes to improve the governance and reporting
• Lead service improvement initiatives, using data and customer feedback to drive measurable quality improvements
• Lead customer meetings including (not limited to) business reviews, escalations etc.

Required Experience & Skills

• 10-15 years of experience managing customer support, with at least 5 years of people management
• Strong experience on working with CRM based ticketing tools, supporting Tier-1 ERP applications
• Proven track record of delivering service quality and SLA compliance
• Strong leadership, analytics and stakeholder management skills
• Bachelor's degree in IT or related field
• Excellent verbal and written communication skills.
• Analytical and critical-thinking mindset.
• Ability to multitask and prioritize effectively.

Preferred Experience & Skills

• Experience in airline cargo domain
• Exposure to ITIL practices and experience with AI-powered ITSM platforms
• High level knowledge of Oracle, Java frameworks
• Track record of using service analytics and AI insights to drive continuous improvement and demonstrate value
• Deep knowledge of ITSM best practices in airline technology environments

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.