Service Manager Gbs Its

**Role Purpose** * Drive Delivery excellence across enterprise technology services, digital platforms, cloud, SaaS, and application delivery * Act as the bridge between Business, Engineering, Operations, and Technology teams * Ensure high-quality, reliable, scalable, and customer-focused IT service delivery * Drive governance, continuous improvement, operational stability, knowledge enablement, and service quality across the technology landscape **Key Responsibilities** **Technology Delivery Management** * Govern end-to-end IT service delivery across applications, cloud, SaaS, and digital platforms * Ensure SLA, KPI, availability, reliability, and customer satisfaction targets are achieved * Lead service reviews, operational governance, and stakeholder engagement activities * Manage escalations, major incidents, operational risks, and delivery issues * Coordinate change, release, and service transition activities with Engineering and Operations teams * Partner with Product Owners, DevOps, Infrastructure, Security, and Support teams to ensure seamless delivery    **Quality Assurance & Operational Excellence** * Drive service quality, operational governance, and delivery standards * Support audit, compliance, security, and operational risk management activities * Ensure operational readiness and quality assurance for releases and deployments * Drive root cause analysis and problem management activities * Support business continuity, resilience, and operational stability initiatives **Qualifications & Experience** * Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field * 5+ years of experience in IT Service Delivery, Technology Operations, or Digital Delivery environments * Experience working within Agile, DevOps, Cloud, and SaaS ecosystems * Strong understanding of ITSM, Incident, Change, Problem, and Release Management , * Experience managing enterprise stakeholders and cross-functional technology teams  **Key Competencies** * IT Service Management (ITIL) * Agile & DevOps delivery models * Cloud & SaaS operational management * Incident, Change & Release Management * Stakeholder & Vendor Management * Operational Governance & Service Excellence * Continuous Improvement & Automation * Analytical & Problem-Solving Skills * Strong communication and stakeholder engagement * Customer-focused and results-driven mindset **Preferred Certifications** * ITIL v4 and above * Scrum / SAFe / Agile certifications * PMP / Prince2 * Lean Six Sigma * Azure / AWS Fundamentals * DevOps Foundation **Technical Skills** * ServiceNow * Jira / Confluence / Azure DevOps * Power BI / Dashboarding tools * Monitoring & Observability platforms * Microsoft 365 Collaboration tools  **Success Measures** * SLA & KPI achievement * Service reliability & operational stability * Customer satisfaction improvement * Incident & escalation management effectiveness * Delivery quality & release success rate * Automation & continuous improvement outcomes * Operational efficiency & stakeholder satisfaction