Manager – Service Management

Job Description

Manager – Service ManagementRole PurposeThe Manager – Service Management bridges stakeholder relationships, structured project management, and strategic service delivery at TDRA. This role ensures continuous service alignment with customer needs, manages end-to-end project lifecycles, and oversees day-to-day service performance.📋 Key Responsibilities1. Stakeholder & Relationship ManagementCollaboration & Trust: Foster an open, collaborative atmosphere with shared objectives between internal/external stakeholders and TDRA.Communication Framework: Establish, manage, and optimize effective formal and informal communication flows.Conflict Resolution: Manage dispute resolution and proactively mitigate "soft" organizational tensions before escalation.Upward Management: Keep senior management proactively informed of critical issues to enable timely intervention.Knowledge Sharing: Organize cross-functional forums, working groups, roadshows, and training sessions to promote shared business practices.2. Project ManagementLifecycle Execution: Direct projects across all five standard process groups: Initiating, Planning, Executing, Monitoring & Controlling, and Closing.Core Domains: Manage project delivery across the nine PMBOK knowledge areas: Integration, Scope, Time, Cost, Quality, HR, Communication, Risk, and Procurement.3. Service Management & StrategyOperations & Oversight: Oversee day-to-day service delivery, taking full ownership of issue resolution and contractual escalations.Performance Analysis: Conduct balanced data collection, service reviews, and customer satisfaction surveys to measure performance metrics efficiently.Strategic Alignment: Align services with changing customer workloads, emerging external trends, and TDRA's overarching business strategy.Service Evolution: Collaborate with Sales, Solution Architects, and Product Marketing to identify, plan, and execute service improvements or additions.Required CertificationsITIL Foundation Certification.Project Management Certification (e.g., PMP or equivalent).Management / Team Lead training or certifications.Network-related training or certifications.Experience Requirements8–10 years of professional experience.Team Leadership: Proven track record managing technical staff in customer-facing service delivery roles.Networking & Systems: Strong knowledge of market-leading LAN/WAN, MPLS networks, and Network Security Design.Infrastructure: Solid understanding of systems technology (OS, Databases, Applications).Framework Mastery: Deep expertise in the ITIL framework, with an emphasis on Incident Management.