Publicis Sapient is a digital transformation partner helping established organizations get to their future, digitally enabled state, both in the way they work and the way they serve their customers. We help unlock value through a start-up mindset and modern methods, fusing strategy, consulting, and customer experience with agile engineering and problem-solving creativity. United by our core values and our purpose of helping people thrive in the brave pursuit of next, our 20,000+ people in 53 offices around the world combine experience across technology, data sciences, consulting, and customer obsession to accelerate our clients’ businesses through designing the products and services their customers truly value.

The Service Manager manages IT Service Delivery and provides ongoing operations support aligned with the IT Service Management processes.

He/she also manages all stakeholders and ensures that the teams work in collaboration to achieve successful delivery outcome. 

Personal Attributes:  

• Systematic problem-solving approach, coupled with effective communication skills and a sense of drive 
• Flexible and proactive/self-motivated working style with strong personal ownership of problem resolution  
• Willingness to work weekends as per the project requirements.  
• Ability to prioritize when under pressure and be able to travel for business requirements. 

• Establishing Service Management teams, organization structure, escalation matrix, governance forums etc. required to provide services in scope of the Supplier 
• Organizing L1, L2, L3 teams, defining roles/responsibilities for all teams, establishing collaboration and communication plans 
• Implementation and management of IT Service Management (ITSM) processes like Event Management, Incident Management, Change Management, Problem Management, Knowledge Management, Service Request Management, Financial Management etc. 
• Establishing SLA/KPI measurement, reporting, improvement, service credit management processes 
• Establishing Performance, Capacity and Quality Management framework and processes 
• Management of IT Service Delivery and ongoing operation support based on IT Service Management processes, company policies and standards 
• Working knowledge of managing Major incident for production environment 
• Estimation, scoping, commercials, contracting, development/review of service catalogues 
• Analysis of issues, tickets, stakeholder feedbacks leading to identification and implementation of product improvement, process improvement, automation/elimination opportunities 
• Working with customer to identify new value opportunities and leverage such opportunities through outcomes-based projects 
• Conduct required audits, surveys to evaluate gaps, improvement opportunities and incorporate actions to eliminate such gaps 
• Manage required stakeholders, run agreed governance forums to discuss achievements, issues, plans, dependencies etc.. 
• Drive Continuous Service Improvement initiatives 
• Have good understanding of IT Security and compliance 

• Prior experience in Managed Service Provider or IT Consulting environment is a must 
• Ability to build and manage successful teams 
• Excellent knowledge and experience of Service management processes 
• Excellent experience in Service Delivery and Operations management 
• Good communication and stakeholder management skills 
• Good understanding of various contractual, commercial and SLA constructs 
• Strong creative thinking, problem-solving, decision-making skills 
• Ability to manage escalations and conflicts 
• Strong working knowledge of industry standards, practices as well as the company's policies, products and services 
• Should have a solid technical background with astute business sense and deep leadership and people skills to succeed in this role 
• A proven track record of leading technology initiatives, managing technical staff, collaborating with business leaders, and being able to work in complex environments. 
• Extensive Experience in managing large Application stacks is advantageous 
• Data-driven decision-making mindset 

EDUCATION 

• Bachelor’s engineering degree required (Degree in Computer Science or related field preferred) 

• An inclusive workplace that promotes diversity and collaboration.
• Access to ongoing learning and development opportunities.
• Competitive compensation and benefits package.
• Flexibility to support work-life balance.
• Comprehensive health benefits for you and your family.
• Generous paid leave and holidays.
• Wellness program and employee assistance.

As part of our dedication to an inclusive and diverse workforce, Publicis Sapient is committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.