Service Manager

Job Title: Service Manager - Enterprise

Department / Account Scope: Enterprise Accounts (BFSI, ITeS, Retail, and large private enterprises)

Location: As per account assignment (with travel to client sites in India and overseas as needed)

Employment Type: Full-time | Mid-Senior Level

Position at a Glance

Innefu Labs is seeking a techno-commercial Service Manager - Enterprise to own customer relationships, solution health, customer satisfaction, and revenue growth for assigned private-sector accounts. You will be equally comfortable running an SLA review with a bank's CIO office, spotting upsells, and leading AI/LLM proof of concept (POC) deployments to a successful close.

Key Responsibilities

• Account Ownership & Service Excellence: Own end-to-end service delivery, SLA adherence, and solution health. Acknowledge P1 incidents within 60 minutes and resolve within 8 hours; manage P2 incidents with a 24-hour resolution target. Ensure CMDB and deployment asset records maintain at least 95% accuracy.
• Customer Relationship Management: Build multi-level stakeholder engagement maps across business heads, CIO/CTO/CISO offices, risk, compliance, and procurement. Conduct monthly Customer Knowledge Sessions (CKS) and bi-annual workshops on cybersecurity, AI governance, and compliance updates.
• Account Management & Revenue Growth: Identify, qualify (BANT), and lead upsell, cross-sell, and expansion opportunities alongside the Sales team. Build and own Annual Account Growth Plans (AAGP) and ensure 100% subscription/AMC contract renewals.
• AI Solutions & POC Leadership: Lead AI/GenAI, LLM-based assistants, RAG, and agentic workflow proofs of concept (POCs) end-to-end from scoping to commercial conversion.
• ITIL Compliance & Service Governance: Log and resolve incidents, changes, and service requests via ITSM tools aligned with ITIL 4 practices. Drive Root Cause Analysis (RCA) for P1 and repeat P2 incidents.
• Team Collaboration: Direct Business Associates (BAs) on assigned accounts, running daily stand-ups and tracking ticket health and SLA-at-risk items.

Performance Framework & Key KPIs

• Customer Satisfaction & Trust (40% Weight): CSAT $\ge 4.2/5$, NPS $\ge +40$, SLA Compliance $\ge 97%$, FCR $\ge 75%$.
• Revenue & Growth (40% Weight): Account pipeline target achievement, renewal rate $\ge 95%$, lead-to-opportunity conversion $\ge 30%$.
• ITIL & Process Compliance (10% Weight): System uptime $\ge 99.5%$, P1 resolution $\le 8$ hours, CMDB accuracy $\ge 95%$.
• Learning & Development (10% Weight): Minimum 1 certification per year (ITIL Foundation mandatory within the first 6 months).

Required Background & Experience

• Experience: 8+ years of total experience, with at least 3-4 years in SaaS, enterprise IT products, AI/analytics, customer success, technical account management, or enterprise sales.
• Domain Expertise: Proven track record managing large private-sector accounts in Banking & Financial Services (BFSI), ITeS, or Retail.
• Technology & AI Acumen: Strong understanding of enterprise expectations for AI, RAG, and LLM-based products, with experience running software POCs. Working knowledge of cloud platforms (AWS, Azure, GCP), APIs, data platforms, and enterprise security frameworks (ISO 27001, SOC 2, RBI/SEBI guidelines, DPDP Act).
• Service Management: Hands-on experience with ITSM and CRM tools (ServiceNow, Jira Service Management, Salesforce, Zoho, etc.). ITIL Foundation certification (or willingness to complete within 6 months).

Qualifications

• B.E. / B.Tech in Computer Science, Electronics & Communication, IT, or a related discipline.
• MBA in Sales, Marketing, or General Management is strongly preferred (Engineering + MBA is the ideal combination).