. Key Responsibilities & Functional DutiesPhase 1: Contract Handover & Governance Setup
● Participate in formal contract handover meetings with the Business Development (BD) / Sales teams to seamlessly transition customer commitments to the Service Delivery organization.
● Review signed contracts, Statements of Work (SOW), and Service Level Agreements (SLAs) to clearly delineate in-scope versus out-of-scope items, preventing scope creep.
● Identify key customer and internal stakeholders, establish clear technical and operational escalation paths, and develop accountability frameworks using RACI matrices.
● Collaborate with the Account Service Manager (ASM) to establish the Account Service Plan and draft the Service Management Runbook.
Phase 2: Onboarding & Service Configuration
● Lead customer kick-off meetings with the customer's Single Point of Contact (SPOC) to align operational expectations, communication cadences, and governance protocols.
● Oversee service feasibility evaluations and resource alignment in coordination with internal cross-functional stakeholders.
● Define and build a comprehensive Service Register, establish Standard Operating Procedures (SOPs), develop the team knowledge base, and educate customers on utilizing the IT Service Management (ITSM) ticketing tool.
● Coordinate with Technical Leads and Delivery teams to validate technical configurations, environments, access controls, automated monitoring tools, and ensure compliance with industry-specific security frameworks.
Phase 3: Service Planning & Execution
● Partner with the Account Service Manager (ASM) to translate client-facing SLAs into internal Operational Level Agreements (OLAs) to ensure team-level accountability.
● Oversee change execution processes, including planned releases, maintenance windows, and Change Advisory Board (CAB) reviews to minimize business disruption.
● Enforce systematic incident and problem management workflows, ensuring thorough root cause analysis (RCA) and prompt distribution of RCAs to customer stakeholders.
Phase 4: Performance Monitoring, Financial Accuracy & Continuous Service Improvement (CSI)
● Monitor day-to-day operations to guarantee service availability, system uptime, and strict adherence to response and resolution time SLAs.
● Lead structured governance reviews: Weekly Operations Reviews for tactical issues/backlog prioritization and Monthly Service Reviews for performance metrics, risk assessments, and trend analysis.
● Maintain a formal Continuous Service Improvement (CSI) register to identify process gaps, tracking efficiency initiatives and customer productivity enhancements through PMO/MIS dashboards.
● Collaborate with Finance and Revenue Assurance (RA) to audit invoicing accuracy, track billing against actual service usage, and actively support payment collections/follow-ups.
Phase 5: Relationship Excellence, Renewal & Growth
● Cultivate trusted partner relationships with customer SPOCs, driving platform adoption, self-service advancements, and digital innovation to improve customer productivity.
● Identify organic cross-sell and upsell opportunities during regular service interactions and escalate them to the ASM.
● Support the contract renewal process by compiling rigorous performance evidence, SLA achievement reports, and ROI metrics for the ASM.
3. Key Result Areas (KRAs)
The Service Manager’s performance is evaluated across five strategic operational pillars, balanced between operational execution and relationship/revenue excellence:
KRA Pillar
Weightage
Strategic Focus
1. Operational Responsiveness & SLA Compliance
30%
Ensuring maximum platform uptime, minimal contract breaches, strict adherence to MTTR, and robust incident/change management execution.
2. Customer Relationship Strength, Retention & CX
25%
Building depth in account engagement, securing client trust, minimizing customer churn, and maintaining effective governance review rhythms.
3. Technology & Self-Service Advancement
20%
Driving automation-led efficiencies, improving customer productivity, and migrating clients toward digital and self-service capabilities.
4. Revenue Retention, Billing Accuracy & Growth Support
15%
Ensuring timely billing configuration, supporting collection cycles, preventing revenue leakage, and identifying upsell/cross-sell opportunities.
5. Process, Documentation & Knowledge Transfer
10%
Maintaining up-to-date Service Registers, Runbooks, SOPs, and executing comprehensive knowledge transfers during onboarding or transitions.
4. Key Performance Indicators (KPIs)Category A: Operational Performance & Service Delivery
● Service Availability & Uptime: Maintain service availability and platform uptime percentages strictly at or above the contracted SLA threshold (e.g., ≥99.9%).
● SLA Response & Resolution Timeliness: Ensure ≥95% compliance with agreed timelines for Incident Response Time and Incident Resolution Time.
● Change Success Rate: Maintain a Change Success Rate of ≥98%, minimizing post-change defects and operational deviations.
● Backlog & Queue Management: Maintain open ticket backlogs and queue sizes within predefined operational thresholds.
● Root Cause Analysis (RCA) Compliance: Delivery of completed RCA documents to stakeholders within 48-72 hours of major incident resolution.
Category B: Customer Experience & Relationship Excellence
● Customer Churn Rate: Maintain a 0% avoidable customer churn rate across managed post-sales accounts.
● Governance Review Adherence: 100% execution of scheduled Weekly Operational Reviews and Monthly Service Reviews.
● Escalation Reduction Rate: Achieve a measurable reduction in high-priority or executive-level operational escalations quarter-on-quarter.
Category C: Technology Advancement & Customer Productivity
● Self-Service Platform Adoption: Increase the percentage of customer issues logged and resolved via automated self-service or digital portals by a target percentage (e.g., 20% growth YoY).
● Automation-Led Efficiency Gains: Documented reduction in manual operational dependencies or transaction times through implemented tool integrations.
Category D: Financial Accuracy & Revenue Impact
● Invoicing & Billing Accuracy: 100% alignment between service configurations, platform utilization data, and monthly invoices generated by Finance.
● Collection Cycle Support / Aging AR reduction: Reduction in the days sales outstanding (DSO) or payment delays through proactive operational relationship intervention.
● Upsell/Cross-sell Pipeline Contribution: Number of validated expansion or feature utilization opportunities passed to the Account Service Manager.
5. Job Requirements & Qualifications
● Experience: 5+ years of experience in IT Service Management, Technical Account Management, or Post-Sales Service Delivery, ideally within a CPaaS, SaaS, or telecom-intelligence environment.
● Framework Knowledge: Deep understanding of ITIL frameworks (Incident, Problem, Change, and Continuous Service Improvement), Service Level Management, and RACI governance.
● Technical Savvy: Ability to collaborate with Technical Leads on service configurations, system access architecture, monitoring tools, automation platforms, and system integrations.
● Financial & Commercial Acumen: Experience tracking contract scopes, analyzing service utilization data for billing, and managing operational metrics that impact account P&L.
● Soft Skills: Exceptional relationship management, communication, and executive-level escalation handling skills. Ability to act as a trusted advisor to customer SPOCs.
Pay: ₹65,000.00 - ₹75,000.00 per month
Work Location: In person
