Senior Service Manager

This is an internal position.

Location: IN - Bangalore 24/7 | Job-ID: 218979 | Contract type: Standard | Business Unit: IT Consulting

Life on the team

As a Senior Service Delivery Manager, you will play a critical leadership role in ensuring IT services are stable, resilient, and customer-focused, aligned to business priorities. You will act as a trusted partner to senior business and IT stakeholders, driving service excellence through strong governance, performance oversight, and continuous improvement.

You will lead service delivery practices across the organisation, providing strategic direction, operational assurance, and service maturity leadership, while coaching and mentoring Service Delivery Managers to enhance capability and consistency.

This role operates at the heart of IT and business collaboration, ensuring services are delivered effectively, risks are managed proactively, and customer expectations are consistently exceeded.

What you’ll do

Service Governance & Leadership (30%)

• Provide leadership across incident, problem, change, availability, and risk management
• Own and evolve the end-to-end Service Delivery Management model
• Lead service governance forums, performance reviews, and operational decision-making
• Act as a role model for service management excellence and leadership behaviours

Stakeholder & Escalation Management (20%)

• Act as a senior escalation point for major incidents, service risks, and recurring issues
• Build strong partnerships with senior business stakeholders, ensuring proactive and transparent communication
• Manage escalations effectively, balancing business impact, customer expectations, and operational constraints

Service Performance & Improvement (20%)

• Drive Problem Management outcomes, including root cause analysis and preventative actions
• Analyse service performance data to identify trends and improvement opportunities
• Promote a culture of continuous improvement, operational excellence, and service maturity
• Champion innovation, including AI-led efficiencies and cost-to-serve optimisation

Service Transition & Lifecycle Management (10%)

• Ensure new and changed services are introduced through controlled, resilient transition processes
• Support full service lifecycle management to maintain quality and stability

People Leadership & Capability Development (10%)

• Coach, mentor, and provide direction to Service Delivery Managers and junior team members
• Support capability development, succession planning, and career progression within the service management function
• Lead team structures and line management responsibilities where applicable

Financial & Vendor Management (10%)

• Contribute to budget control, cost optimisation, and financial governance
• Support vendor governance, including service reviews, KPI tracking, and performance management
• Ensure third-party services meet agreed outcomes and support models

What you’ll need

Core Experience

• Significant experience with 15 – 20 years in IT Service Delivery / IT Service Management roles
• Proven track record in leading service governance, performance, and improvement initiatives
• Strong experience handling major incidents, escalations, and stakeholder management at senior levels
• Experience working in enterprise-scale or complex IT environments

Knowledge & Skills

• Strong understanding of ITIL-aligned service management practices
• Excellent stakeholder management and influencing skills, including at executive level
• Advanced analytical and problem-solving skills with the ability to interpret service data and trends
• Strong communication skills with the ability to drive alignment across business and IT
• Experience with service maturity frameworks, operational excellence, and transformation initiatives

Leadership Capability

• Demonstrated ability to lead, coach, and develop teams
• Strong decision-making and risk management capability
• Ability to operate strategically while maintaining operational oversight

Desirable

• ITIL v4 Managing Professional (or equivalent experience)
• Experience in large internal IT organisations or global enterprise environments
• Exposure to financial and commercial management
• Experience supporting service transformation, organisational change, or digital initiatives

About us

Computacenter is a leading independent provider of IT infrastructure services, with about 21,000 employees worldwide. We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.

We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.

Interested in joining a company with a strong sense of community?

We’re growing. We’re hiring. We encourage. We empower. We support.
#winningtogether #peoplematter