Manager - Service Management
Kochi, Kerala
Valorem GT, India – Service Management /
Permanent (Full Time) /
Hybrid
Valorem Reply, part of Reply Ltd., is a business innovation firm made up of talented and intelligent people from around the world who love to solve modern business problems with custom Microsoft Cloud solutions. We work with bleeding-edge technology, well-known clients and a diverse workforce to push the boundaries of technology and innovation and drive real-world impact for our customers and communities.
The position of Manager, Service Management would require someone with experience, passion and ability to lead the Service Management team and manage delivery of several large application support and maintenance projects. Service Management manager will lead a team of Technical Analysts responsible for the front-line maintenance and support of several large, mission critical and highly visible applications. The successful candidate will bring proven track record in managing service delivery operations, resolving complex incidents and leading high-performing support teams in a fast-paced environment. The individual should demonstrate deep expertise in IT service management practices, experience in leading cross-functional initiatives, optimizing support processes, and overseeing administration of service platforms. They must be able to inspire, mentor and develop team members while fostering a culture of accountability, continuous improvement and service excellence.
Key Responsibilities
- Lead a high-performing team of service management professionals, including technical and operational analysts. Foster a culture of accountability, collaboration, and continuous improvement through mentorship and professional development.
- Oversee incident and problem management across multiple high-profile, mission-critical applications. Ensure timely resolution, root cause analysis, and clear communication across technical and business stakeholders.
- Own and manage the Service Desk platform, including configuration, administration, workflow optimization, and performance reporting. Drive automation and self-service enhancements to improve user experience and efficiency.
- Develop and implement best practices, metrics, and governance frameworks for service management processes. Monitor key performance indicators such as incident resolution time, SLA adherence, and customer satisfaction to ensure service excellence.
- Plan and manage support strategies aligned with organizational goals. Collaborate with cross-functional teams to forecast demand, allocate resources, and balance proactive maintenance with reactive support.
- Act as the primary point of escalation for service issues, conflicts, or risks. Lead incident response and service recovery efforts with transparency and urgency, ensuring minimal impact to business operations.
- Stay informed on emerging IT service management trends and technologies. Advocate for and implement improvements that enhance team capability, operational resilience, and service maturity.
- Collaborate with delivery and development teams to understand the evolving application landscape, ensuring support strategies adapt alongside product and infrastructure changes.
Minimum Requirements
- 12-14 years’ experience in IT Help Desk /Service Desk, or application support with at least 3 years’ experience in Supervisory/People Management role in tech industry
- Experience managing and leading application support team in a high volume, 24x7 environment
- Demonstrated leadership, supervisory, planning and change management skills
- Understanding of Application Support procedures, including routing, SLA’s, acknowledgement, and escalation
- Experience performing direct personnel management, including resource allocation, performance evaluation, and budget management
- Bachelor’s degree in technical or business administration related field
Preferred Qualifications
- Strong managerial skills, including team development, conflict resolution, and performance management, with a focus on fostering a positive and productive team environment.
- Familiarity with industry leading support helpdesk solutions such as (but not limited to) Dynamics 365 for Customer Service, Zendesk, etc.
- Familiarity with Azure DevOps as a work management system
- Industry experience in and around software development (C#, ASP.Net, SQL, JavaScript, HTML, CSS) is preferred
- Extensive service management experience ideally supported by professional qualification such as ITIL certification
- Strong interest in exploring new technologies, fostering innovation, and driving process improvements to enhance team efficiency.
- Exceptional collaboration and communication skills, with the ability to work seamlessly across roles, teams, and functions.
- Proven ability to mentor and inspire team members, promoting a culture of learning, accountability, and continuous improvement.
About Reply
Reply specializes in the design and implementation of solutions based on new communication channels and digital media. Reply is a network of highly specialized companies supporting global industrial groups operating in the telecom and media, industry and services, banking, insurance and public administration sectors in the definition and development of business models enabled for the new paradigms of AI, cloud computing, digital media and the Internet of Things. Reply services include Consulting, System Integration and Digital Services.
