Senior Manager - Service Management
Area and Site: India - Pune



Job Description: Senior Manager – Service Management

Department: Service Management

Location: Pune, India

Experience: 12+ yrs


About Us


We're the availability experts. Relied on by 70% of the Fortune 50 and over half of the Fortune 500*, we provide tailored, flexible solutions for our global customer base. With more than 3,000 employees around the world, we keep critical information up and running wherever customers need us-on-site, at a third-party vendor, or, increasingly, in the cloud. We live and breathe availability, and we won't stop until the job is done to our exacting standards. At Sungard Availability Services, that's what it means to be always on.


Our vision is to be the IT solutions provider of choice to ensure the availability of our customers’ business operations.


We leverage our proven expertise to provide managed IT services, information availability consulting services, business continuity management software and disaster recovery services to organizations in North America, Europe and India. Sungard Availability Services helps customers improve the resiliency of their mission critical systems by designing, implementing and managing cost-effective solutions using people, process and technology to address enterprise IT availability needs.


Senior Manager – Service Management


As a Senior Manager – Service Management, you will be responsible & Accountable to manage assistant managers who support Service Management Executives. Selected candidate would be leading the effort of creating an interface between the Sungard Availability Services (Sungard AS) team and customer organization, selected candidate would be responsible for maintaining the Profitability of the organization, Customer Satisfaction, People Management, Performance Management, Expectation Management and Collaboration with other teams in a matrix environment



  • Would be responsible for managing team
  • Manage customer expectations for all escalated and dissatisfied customers
  • Be the leader who establishes a relationship with Sungard AS Sales/Accounts team
  • Generate and create organic growth opportunity from existing customer base
  • Be the primary interface between the customer and Sungard organization for high value customers
  • Manage People manager and would be responsible for the Performance of the team in a changing environment and drive process improvement
  • Would be responsible to ensure referenceable customers are identified and passed onto the sales organization
  • Collate feedback from team and work with product to improve the service model
  • Willing to be available 24*7 for all escalations and crisis event management
  • Manage customer retention and flag out business risks well in advance for all the customers
  • Manage customer overall satisfaction through the team and serve as the first point of escalation
  • Report and update the system with up to date information about customer trends
  • Produce a performance report around Customer Satisfaction, Customer Churn, Customer relationship status, SLA breach


Knowledge, Training & Experience Required:

  • IT management experience  
  • Knowledge of service delivery/Management & service support discipline’s as defined under ITIL
  • Experience in defining & monitoring SLA’s
  • ITIL and PMP trained or certified are preferred
  • Exposure to Project/Program Management would be desired
  • Understanding of network architecture and Data center operations
  • Excellent communication skills - both verbal and written
  • Should have excellent analytical skills
  • Must possess MS Excel skills
  • Should have been the focal point of contact in the previous role
  • Must have ability to analyze and derive trends out of data/information
  • Should have had exposure to profitability management
  • Should have been responsible for customer satisfaction scores
  • Ability to manage and maneuver the team through the stressed situation and high pressure work environment
  • Willing to work in US shift

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