Sr. Manager – IT Service Management

This is a business- and client-facing role responsible for ensuring seamless IT Service Management (ITSM) delivery. The role focuses on enabling business growth and creating value for clients through effective IT interventions, while building strong relationships with client IT teams and internal stakeholders.

Key Responsibilities

1. Client Portfolio Management

• Act as the end-to-end owner of assigned client accounts from an IT Service Delivery perspective
• Build and maintain strong relationships with client IT and business teams
• Serve as the primary escalation point for IT-related service delivery matters

2. IT Service Management & Delivery

• Lead periodic service delivery reviews with clients and internal stakeholders
• Monitor and ensure adherence to SLAs, OLAs, and KPIs
• Oversee ongoing IT projects, incidents, and s...