Manager, Service Management

Keyloop
Hyderabad
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Clear communication","Team coaching","Decision-making","Working effectively in ambiguity","Self-starting problem identification"]

Lead Service Management governance across infrastructure and cloud operations, owning ITSM/ITIL policy, continuous improvement, service transition, problem management, and logistics oversight. Define and report service governance and delivery KPIs/KRs, ensure SLA compliance, and drive improvements tied to initiatives like Gartner IT Score and ESM transformation. Manage, coach, and develop direct reports while partnering with service operations managers and senior business stakeholders, using tools like Jira JSM and analytics to identify gaps.

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FursaFursa
Keyloop
Keyloop
1 day ago

Manager, Service Management

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Last checked: 13 hours agoStatus: Live

Job Summary

Lead Service Management governance across infrastructure and cloud operations, owning ITSM/ITIL policy, continuous improvement, service transition, problem management, and logistics oversight. Define and report service governance and delivery KPIs/KRs, ensure SLA compliance, and drive improvements tied to initiatives like Gartner IT Score and ESM transformation. Manage, coach, and develop direct reports while partnering with service operations managers and senior business stakeholders, using tools like Jira JSM and analytics to identify gaps.
Location: Hyderabad
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Own the Service Governance & Improvement framework, maturing policies, standards, process controls, and continuous improvement activities.
  • •Own Service Transition and Problem Management, and act as technical authority on service management practice.
  • •Maintain oversight of the logistics function for equipment provisioning and distribution in line with agreed service levels.
  • •Define, track, and report service governance and delivery KPIs/KRs to senior stakeholders and ensure compliance with SLAs, KPIs, and governance processes.
  • •Coach, develop, and manage direct reports and serve as an escalation/decision point for delivery, governance, and logistics issues.

Key Requirements

  • •Strong working knowledge of ITSM/ITIL governance practices, policy, standards, and continuous improvement frameworks.
  • •Experience supporting audit and risk review activities, including control frameworks such as COBIT 2019.
  • •Experience managing, coaching, and developing a team, including direct line management of a manager.
  • •Ability to define and interpret governance and delivery KPIs/KRs and translate insights for senior stakeholders.
  • •Exposure to ISO27001 or SOC2 audits, and experience using Jira (preferably Jira Service Management/JSM).
Skills:Clear communicationTeam coachingDecision-makingWorking effectively in ambiguitySelf-starting problem identification
Languages:English
Tech Stack:ITSMITILCOBIT 2019ISO27001SOC2JiraJira Service Management (JSM)AIGartner IT ScoreESM

Company Brief

Keyloop
Provides dealer management systems and software solutions for automotive retailers and manufacturers, covering sales, service, parts, and connected retail tools to streamline dealership operations and digital customer experiences.
Industry: Automotive
Company Size: Large (251 to 1,000 employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Belfast, United Kingdom
Founded: 2018
WebsiteLinkedIn