We are seeking a seasoned Service Manager to oversee and drive the operational excellence of our enterprise-level digital platforms. In this role, you will manage day-to-day service delivery through third-party vendors, ensure platform stability and performance, and collaborate across technical and business functions. This is a high-impact role that combines technical oversight with strategic vendor and stakeholder management.

 

Job description

 

Key Responsibilities:

  • Manage the end-to-end operations of enterprise digital platforms, ensuring service availability, performance, and continuous improvement.
  • Oversee and manage vendors responsible for performing daily operations, handling incidents, and fulfilling service requests.
  • Support in technical solutions and validate the vendor implementations from a technical prospective.
  • Act as the primary point of contact between internal stakeholders and vendor teams.
  • Monitor vendor performance against SLAs and KPIs, and initiate corrective actions as necessary.
  • Review and approve operational procedures, ensuring compliance with organizational policies and best practices.
  • Coordinate and oversee service request fulfillment, incident management, problem management, and change management activities
  • Collaborate with internal platform owners, infrastructure teams, and security teams to ensure operational alignment.
  • Drive continuous improvement initiatives across the service operations function.
  • Prepare and present regular operational reports and vendor performance reports to senior management.
  • Participate in capacity planning, scalability assessments, and service readiness reviews for new and existing platforms.
  • Support contract management activities, including service renewals, performance reviews, and negotiations.

Qualification and Education Requirement:

  • Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
  • ITIL v3/v4 Certification (preferred).

Minimum Experience/Skills Required:

  • 10+ years of experience in IT industry , digital platform operations, software development and technical team leading .
  • Strong technical background in programming technologies such as .Net core, MS Sql Server, JavaScript technologies (node js , Angular , react), Azure / AWS cloud.
  • Proven experience managing outsourced vendors and ensuring operational excellence.
  • Solid understanding of ITIL frameworks (certification is a plus).
  • Experience in managing SLAs, KPIs, and operational governance processes.
  • Excellent communication, stakeholder management, and leadership skills.
  • Strong analytical and problem-solving abilities.
  • ITIL v3/v4 Certification.
  • Experience with service management tools like ServiceNow, Jira Service Management, or similar.
  • Familiarity with cloud services (Azure, AWS) and platform-as-a-service (PaaS) operations.
  • Experience in governance, risk management, and compliance related to IT operations.