Technical Service Manager

The Service Manager (SM) is the primary owner of the customer relationship, system health, satisfaction, and service-led growth for all assigned accounts. This is a techno-commercial role demanding a professional who is equally at ease conducting a deep-dive SLA performance review with a customer IT head, identifying a cross-sell opportunity in a business conversation, and driving a structured change management process internally. The SM transforms each assigned account from a transactional engagement into a strategic partnership delivering measurable value, building multi-level relationships, and contributing directly to Innefu's revenue growth from existing customers.

Core Responsibilities

A. ACCOUNT OWNERSHIP & SERVICE EXCELLENCE

• Own end-to-end service delivery, SLA adherence, system health, and customer satisfaction for all assigned accounts.
• Proactively monitor system health dashboards and pre-empt issues before they escalate to customer visible incidents.
• Ensure P1 incidents are acknowledged within 60 minutes of detection and resolved within 8 hours; P2 within 24 hours personally driving closure with internal technical teams.
• Drive zero unplanned critical outages through robust change management, preventive maintenance, and proactive monitoring aligned to ITIL 4 practices.
• Maintain CMDB, deployment architecture records, and asset registers with 95% accuracy for all assigned accounts.
• Conduct and document weekly system health reviews with the Business Associate (BA); report account health to the Cluster Head every week.

B. CUSTOMER RELATIONSHIP BUILDING & KNOWLEDGE EVANGELISM

• Build and maintain structured engagement maps covering direct functional users, customer IT teams, establishment contacts, procurement, and senior leadership across all assigned accounts.
• Plan and execute a minimum of one Customer Knowledge Session (CKS) per month per account covering product training, feature walkthroughs, process best practices, or cybersecurity awareness.
• Conduct bi-annual awareness workshops on cybersecurity practices, compliance updates, and industry developments for customer teams.
• Leverage training and workshop opportunities to demonstrate product value, showcase new capabilities, and identify operational gaps addressable by Innefu's solutions.
• Maintain a live stakeholder register with contact details, roles, influence levels, and engagement history — updated in CRM within 24 hours of each interaction.

C. REVENUE MANAGEMENT & TECHNO-COMMERCIAL GROWTH

• Maintain deep situational awareness of the customer's operational landscape, business challenges, competitive environment, and digital roadmap.
• Actively listen during every customer interaction for pain points, new projects, and organizational changes that map to Innefu's product and service portfolio.
• Qualify and lead opportunity including BANT validation (Budget, Authority, Need, Timeline).
• Develop and maintain an Annual Account Growth Plan (AAGP) for each major account covering current revenue, growth opportunities, stakeholder map, and renewal calendar.
• Track and ensure 100% AMC / contract renewal on or before due date for all assigned accounts.
• Log all customer interactions, leads, and opportunities in the CRM. Within 24 hours; ensure zero stale records older than 2 weeks.

D. ITIL COMPLIANCE & SERVICE GOVERNANCE

• Ensure all incidents, changes, and service requests are logged, categorized, and resolved per ITIL 4- aligned SOPs — ITSM tool is the single source of truth.
• Drive root-cause analysis (RCA) for all P1 and repeat P2 incidents; deliver formal RCA reports to customers within agreed timelines.
• Conduct quarterly ITIL compliance audits for assigned accounts and submit a Service Improvement Plan (SIP) to the Cluster Head. INNEFU LABS LTD. | Service Manager — Job Description | CONFIDENTIAL Version 1.0 | 2025
• Ensure all changes to production environments pass through the Change Advisory Board (CAB) process including customer representation.
• Prepare and circulate timely, template-compliant customer-facing reports — MIS, incident summaries, QBR decks — in coordination with the BA.

E. TEAM COLLABORATION & BUSINESS ASSOCIATE (BA) LEADERSHIP

• Direct and guide the Business Associate(s) supporting assigned accounts — setting daily task priorities, reviewing MIS reports, and ensuring documentation discipline.
• Conduct daily stand ups with the BA to track ticket health, SLA-at-risk situations, and open escalations.
• Ensure BAs complete their LMS certifications, product training milestones, and knowledge contribution targets per the SM Policy Framework.
• Foster a structured, process-disciplined operations culture within the account team — instilling ITIL sensibility and ownership mindset.

F. LEARNING, DEVELOPMENT & INTERNAL KNOWLEDGE SHARING

• Complete ITIL Foundation certification within the first 6 months of joining.
• Complete a minimum of one domain-specific product or technology certification per year via the Innefu's LMS.
• Contribute at least one knowledge article or case study to the internal knowledge base per quarter.
• Participate in all internal SM huddles and boot camps; contribute at least one session per quarter.
• Maintain a personal development plan, updated quarterly in line with the SM competency framework.

Required Background & Experience TECHNOLOGY — BIG DATA, ANALYTICS & SECURITY SOFTWARE

• Hands-on, demonstrable exposure to enterprise-grade Big Data platforms, analytics solutions, or security intelligence software — such as OSINT tools, social media intelligence platforms, pattern-of-life analytics, network monitoring, or SIEM solutions.
• Ability to understand, configure, troubleshoot, and articulate complex analytical products to both technical (IT/infra) and non-technical (operations/functional) customer stakeholders.
• Working knowledge of data architecture, ETL pipelines, data visualization tools, and reporting — sufficient to engage meaningfully with customer IT and data teams on integration, performance, and capacity matters.
• Familiarity with cybersecurity frameworks (ISO 27001, NCSC, or equivalent) and enterprise IT infrastructure (Linux/Windows server environments, network architecture, cloud deployments).
• Exposure to Python scripting, SQL querying, or similar data tools is an advantage — even at a working (not development) level.

Qualifications

• B.E. / B.Tech in Computer Science, Electronics & Communication, Information Technology, or a related engineering discipline — strongly preferred.
• Graduates from other technical or science disciplines with equivalent hands-on technology experience will also be considered.
• MBA in Sales, Marketing, or General Management — a plus, particularly for candidates from pure engineering backgrounds.
• ITIL Foundation — mandatory (to be completed within 6 months of joining if not already certified). • PMP / Prince2 / Agile certifications — preferred; demonstrates structured project and service thinking