Service Management Lead

Service Management Lead

Project Role : Service Management Lead
Project Role Description : Lead the delivery of programs, projects or managed services. Coordinate projects through contract management and shared service coordination. Develop and maintain relationships with key stakeholders and sponsors to ensure high levels of commitment and enable strategic agenda
Must have skills : ServiceNow
Good to have skills : NA
Minimum 12 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:

Service Operations Manager - Role Purpose
Own and protect end-to-end service delivery performance across L2, L3, and L4 support tiers
Sole accountable owner for SLA compliance, penalty management, KPI governance, SLA exemptions, and stakeholder satisfaction
Drive a data-led, automation-first service culture with measurable outcomes

Key Responsibilities & Requirements -
Service Operations
Manage daily operations across L2, L3, and L4 support services with full accountability for delivery quality
Govern Incident, Request, Problem, Change, and Major Incident Management processes per defined standards
Drive service stability, reduce MTTR, and eliminate recurring failures through structured problem management
Own the ticket backlog — enforce prioritization, ageing controls, and closure quality standards
SLA Ownership & Penalty Management
Proven hands-on experience managing SLAs, contractual KPIs, penalty governance, and SLA exemption processes
Own all contractual SLAs end-to-end — maintaining Green status across all service lines at all times
Actively manage and defend SLA exemption requests — validate, document, and negotiate exemptions where applicable
Track penalty exposure in real time trigger pre-emptive actions to prevent financial penalties before breach windows open
Maintain a penalty register — document all near-misses, breaches, root causes, and remediation actions
Lead monthly/quarterly SLA review governance — present performance data, trends, and improvement plans
Ensure contractual obligations are fully understood by delivery teams and reflected in operational targets
Experience in penalty clause negotiation and SLA contract interpretation
KPI Governance & Performance Analytics
Strong analytical skills : ability to build dashboards, interpret service data, and drive decisions from metrics
Define, own, and report on the full KPI framework , covering response times, resolution rates, backlog ageing, reopen rates, first-time fix, CSAT, and availability
Build and maintain real-time service performance dashboards for both internal operations and external reporting
Use data analytics to identify service trends, predict risk areas, and generate actionable insights before issues escalate
Drive weekly and monthly analytics reviews with delivery leads , turning data into improvement actions, not just reports
Benchmark performance against contractual baselines and industry standards flag deviations immediately