Services Account Manager

About the Role

We are looking for a dynamic Services Account Manager – IT Service Delivery who can lead large-scale IT operations, drive service excellence, and act as a trusted advisor to enterprise customers. This role is ideal for someone who enjoys managing complex IT environments, leading high-performing teams, driving automation initiatives, and ensuring world-class end-user support across multiple locations.

You will own service delivery governance, major incident management, customer engagement, SLA performance, continuous improvement programs, and ITSM best practices while partnering closely with business, infrastructure, and application teams.

What You'll Be Doing

Service Delivery Leadership

• Own end-to-end IT service delivery for enterprise customers across multiple locations.
• Act as the primary point of contact (SPOC) for customer IT leadership and key stakeholders.
• Ensure consistent delivery of services aligned with contractual SLAs, KPIs, and business expectations.
• Lead weekly, monthly, and quarterly service reviews with customer leadership teams.

Customer & Stakeholder Management

• Build strong relationships with customer IT teams, business leaders, plant IT managers, and commercial heads.
• Drive governance meetings and provide strategic recommendations to improve service quality and user experience.
• Present operational performance, service improvements, risks, and recommendations to senior management.

Major Incident & Operations Management

• Lead and coordinate Major Incidents, ensuring rapid restoration of services and effective stakeholder communication.
• Ensure timely management of VIP and VVIP support requirements.
• Collaborate with Infrastructure, Network, Security, Application, and Business teams to resolve critical issues.

Service Improvement & Automation

• Champion automation and self-service initiatives to reduce repetitive tickets and improve productivity.
• Identify opportunities for process optimization and operational efficiencies.
• Drive continuous improvement programs using ITIL and ITSM best practices.

Team Leadership

• Lead geographically distributed Service Desk, Desktop Support, and Field Engineering teams.
• Build a high-performance culture through coaching, training, mentoring, and succession planning.
• Ensure resource availability and business continuity during planned and unplanned situations.

Governance & Reporting

• Prepare and present Monthly and Quarterly Business Reviews (MBR/QBR).
• Track service performance through SLA, AHT, FCR, availability, incident trends, and customer satisfaction metrics.
• Drive compliance, process adherence, and operational excellence across service functions.

What We're Looking For

Technical & Domain Expertise

• Strong experience in IT Service Delivery, IT Operations, Managed Services, or Program Management.
• Deep understanding of ITIL processes including Incident, Problem, Change, and Service Request Management.
• Experience managing Service Desk and End User Computing (EUC) environments.
• Knowledge of:

  Windows Migration

  SCCM / Endpoint Management

  BitLocker

  DLP Solutions

  Endpoint Security Platforms

  IT Automation & Self-Service Tools

  Asset & Vendor Management

  SLA / AHT / FCR Management

  Good understanding of Network Infrastructure including Switches, Routers, Firewalls, and MPLS.

Leadership Skills

• Strong customer-facing and stakeholder management capabilities.
• Excellent communication, presentation, and governance skills.
• Ability to lead cross-functional teams during high-pressure situations.
• Proven track record of driving operational transformation and service improvements.

Education and Experience

• B.E / B.Tech
• 12+ years of relevant experience.