Service Manager

Role : Service Manager

Location : Mumbai

Shift : UK Shift(1-10pm)

Experience : 8-12 years total, with primary experience in IT service management

Role Type: Individual Contributor / Service Management Lead

THE ROLE

Linedata provides critical financial software to well-known global banking and asset management institutions. The Linedata Information Technology team is strengthening its global cloud operations, automation and architecture capability.

Own end-to-end service management for cloud operations services, with a primary focus on SLA governance, monitoring and vendor performance management. The role ensures that services delivered through the RFP-appointed provider are measurable, controlled and continuously improved, while giving internal leaders and customers clear visibility of performance, risk, cost and corrective action. Vendor management and commercial contract management are supporting responsibilities within the role.

KEY RESPONSIBILITIES SERVICE MANAGEMENT (PRIMARY FOCUS)

• Own and operate the SLA governance framework: define, monitor and report on SLAs, KPIs and OLAs across all contracted cloud operations services.
• Run service reviews, operational governance forums and executive performance reporting; track decisions, risks, actions, dependencies and overdue commitments to closure.
• Monitor availability, incident, problem, request, change, capacity and customer-experience performance; challenge weak evidence and agree recovery plans where service falls below target.
• Maintain the service management system of record, service catalogue, RACI, escalation matrix, governance calendar and reporting definitions.
• Coordinate major-incident governance and communications, ensuring the provider mobilises appropriate technical resources, maintains timelines and produces high-quality post-incident reviews.
• Ensure third-party failures are not accepted as exclusions where the provider reasonably has the skills, access, influence or available workaround to diagnose, mitigate or resolve the issue.
• Identify opportunities for automation, demand reduction and service improvement; maintain a prioritised continual-improvement plan with evidenced benefits.
• Drive adoption of ITSM best practices and ensure consistent use of service management tooling (e.g. ServiceNow, Jira Service Management).

KEY RESPONSIBILITIES VENDOR PERFORMANCE AND COMMERCIAL AWARENESS (SUPPORTING)

• Act as the primary operational interface between Cloud Operations & Transformation, the appointed service provider and relevant internal stakeholders.
• Manage vendor performance against contracted service levels; hold providers accountable for delivery quality and improvement commitments.
• Own contractual compliance monitoring, including service credits, obligations, change controls, variations and commercial impacts, in partnership with Procurement, Finance and Legal.
• Maintain commercial awareness of contractual obligations, service credit mechanisms and financial implications of service performance.
• Support future sourcing, benchmarking, due diligence and RFP activity by supplying operational requirements, service data and lessons learned.

MUST-HAVE SKILLS AND EXPERIENCE

• 8-12 years of total experience, with a strong foundation in IT service management.
• Substantial experience in SLA governance, service performance monitoring and reporting in an outsourced IT, cloud or infrastructure environment.
• Demonstrable experience managing service providers and holding vendors accountable for contracted performance levels.
• Strong working knowledge of ITIL service management practices; ITIL 4 Foundation or higher certification.
• Experience of major-incident governance, problem management, executive reporting and service improvement.
• Proficiency with ITSM tools such as ServiceNow or Jira Service Management.
• Strong analytical skills with ability to interpret service data, identify trends and drive corrective action.
• Experience working in a regulated, customer-facing environment.

GOOD-TO-HAVE SKILLS

• Experience with contract and supplier governance, including service credits, change control and commercial performance.
• Familiarity with cloud technologies and operations (AWS, Azure) at a conceptual level.
• Supplier, commercial or service-management qualifications beyond ITIL (e.g. SIAM, ISO 20000).
• Experience in financial services, asset management or regulated industries.
• Familiarity with reporting and dashboarding tools (e.g. Power BI, Grafana).
• Degree-level education or equivalent professional experience.

SERVICE MANAGEMENT TOOLS

The Service Manager should have working proficiency with the following tools and platforms:

• ITSM Platforms: ServiceNow, Jira Service Management.
• Reporting and Dashboards: Power BI, Grafana, ServiceNow reporting.
• Collaboration: Microsoft Teams, Confluence, SharePoint.
• Document and Action Management: Jira, Confluence, SharePoint.
• SLA Monitoring: ServiceNow SLA management, custom dashboards.

COMPETENCIES

• Service management expertise Deep understanding of ITSM processes, SLA governance and continual improvement.
• Commercial acumen Commercially aware, evidence-led and confident challenging suppliers while maintaining a constructive partnership.
• Communication Clear written and verbal communication, including concise executive reporting and calm incident communications.
• Organisation Strong organisation, facilitation, negotiation and action-tracking discipline.
• Contract interpretation – Able to connect contractual wording with real operational outcomes, controls and customer impact.
• Integrity and ownership – High integrity, ownership and willingness to escalate early when service, cost or risk is outside tolerance.