Service Level Manager
On-site
Full Time
#Customer Experience
#Service Management
#Incident Management
#Change Management
#Management
#Release Management
#Project Management
#Stakeholder Management
We are looking for a dedicated and experienced professional to join our team in India as a Service Level Manager. In this full-time role, you will play a vital part in ensuring our clients receive top-tier service by bridging the gap between our technical capabilities and their specific business needs. We pride ourselves on delivering robust IT solutions, and we need someone who can maintain the high standards our partners expect while driving continuous improvement across our service delivery framework.
What you'll be doing
- You will partner with our commercial, project, and product teams to gain a deep understanding of client environments and infrastructure, allowing you to create customized plans that consistently exceed service expectations.
- You will take charge of ticket management and service monitoring, which includes resolving escalations, leading client meetings, and reporting on key performance metrics to ensure we hit our targets.
- You will drive long-term service excellence by performing trend analysis to spot recurring issues, implementing preventive measures, and maintaining comprehensive documentation to keep our knowledge base accurate and helpful.
What you'll bring
To be successful in this role, you should possess a strong background in service management and project delivery. We are looking for the following qualifications:
- At least three years of relevant experience managing service levels, ideally within large-scale government projects or complex IT implementations.
- A solid grasp of industry-standard frameworks like ITIL, with specific expertise in Incident, Change, Problem, and Release Management.
- Exceptional communication skills that allow you to manage stakeholder expectations and build lasting professional relationships.
- Strong project management abilities, enabling you to coordinate multiple initiatives and resources simultaneously.
- A proactive, analytical mindset that helps you identify root causes for complex problems and implement effective, lasting solutions.
- Fluency in English to ensure clear communication with our diverse teams and clients.
- Please note that this position is open to Singaporean citizens or Permanent Residents.
What you'll get
Joining our team means becoming part of a collaborative environment where your contributions directly impact our service quality. We value your expertise and provide the support you need to succeed in your role, including opportunities to lead steering committees and influence our service delivery strategy. We are committed to fostering a culture of professional growth and efficiency, ensuring you have the tools necessary to excel in your career with us.
