Service Manager – Mumbai | Financial Services, ITIL & PMP Preferred

Position: Service Manager
Locations: Mumbai 
Experience: 10–15 years
Education: Bachelor’s in Computer Science, IT Management, or MBA
Employment Type: Full-time

About the Role

The Service Manager will oversee service operations within complex international financial environments. This role requires strategic leadership, process optimization, and a strong focus on service delivery excellence. The ideal candidate is experienced in IT Service Management (ITSM), financial industry practices, and project management, with the ability to manage change and encourage innovation.

Key Responsibilities

• Lead and manage service operations across multiple locations, ensuring consistent quality and compliance with financial industry standards.

• Utilize ITSM tools such as ServiceNow, reporting software, and project management tools to monitor, analyze, and improve service delivery.

• Develop and implement strategic initiatives to optimize service performance and enhance customer satisfaction.

• Actively promote ideas, proposals, and solutions, influencing organizational strategy.

• Encourage innovation and process improvement, fostering a culture of continuous learning and development.

• Manage cross-functional teams, providing guidance, mentorship, and performance evaluations.

• Ensure adherence to ITIL practices, policies, and standards within the service management function.

• Collaborate with stakeholders across IT, operations, and business units to drive service excellence.

• Analyze operational metrics and develop actionable insights to improve efficiency and reduce risks.

• Support change management initiatives and ensure smooth implementation of new processes and tools.

Required Qualifications & Skills

• Bachelor’s degree in Computer Science, IT Management, or MBA.

• 10–15 years of experience in a service management or related role in the financial sector.

• Strong experience with ITSM tools (ServiceNow preferred) and reporting / project management software.

• ITIL and/or PMP certification preferred.

• Excellent analytical, problem-solving, and critical thinking skills.

• Ability to work independently, take initiative, and lead cross-functional teams.

• Strong communication skills to influence and manage stakeholders at all levels.

• Experience in innovation, change management, and strategic decision-making.

Desired Skills / Nice-to-Have

• Previous experience managing multi-country operations or international financial environments.

• Knowledge of insurance industry operations or financial services processes.

• Ability to implement process improvements and service optimization initiatives.

💰 Salary Range:

₹20,00,000 – ₹32,00,000 per annum