Key skills
ITSMServiceNowCRMJiraStakeholder ManagementCommunicationCollaboration
About this role
Role Overview
- Lead service delivery across onshore and offshore teams
- Ensure SLAs/KPIs are met and continuously improved
- Act as escalation point for major incidents and client issues
- Manage change, problem, and incident processes
- Build strong client relationships and lead service reviews
- Own financial performance, including forecasting, revenue, and billing
- Drive collaboration across teams and ensure standard processes are followed
Requirements
- 5–7+ years in IT service delivery or managed services
- Strong understanding of IT infrastructure and service management (ITIL preferred)
- Proven client-facing experience and stakeholder management skills
- Commercial awareness, including P&L responsibility
- Experience with ITSM/CRM tools (e.g., ServiceNow, Jira)
- Strong communication and problem-solving abilities
Tech Stack
- ITSM
- ServiceNow
Benefits
- Equal opportunities employer
- Commitment to diversity and inclusion
- Support for reasonable adjustments during recruitment process