Service Management Lead

Project Role : Service Management Lead Project Role Description : Lead the delivery of programs, projects or managed services. Coordinate projects through contract management and shared service coordination. Develop and maintain relationships with key stakeholders and sponsors to ensure high levels of commitment and enable strategic agenda Must have skills : ServiceNow Good to have skills : NA Minimum 12 year(s) of experience is required Educational Qualification : 15 years full time education Summary: Service Operations Manager - Role Purpose Own and protect end-to-end service delivery performance across L2, L3, and L4 support tiers Sole accountable owner for SLA compliance, penalty management, KPI governance, SLA exemptions, and stakeholder satisfaction Drive a data-led, automation-first service culture with measurable outcomes Key Responsibilities & Requirements - Service Operations Manage daily operations across L2, L3, and L4 support services with full accountability for delivery quality Govern Incident, Request, Problem, Change, and Major Incident Management processes per defined standards Drive service stability, reduce MTTR, and eliminate recurring failures through structured problem management Own the ticket backlog — enforce prioritization, ageing controls, and closure quality standards SLA Ownership & Penalty Management Proven hands-on experience managing SLAs, contractual KPIs, penalty governance, and SLA exemption processes Own all contractual SLAs end-to-end — maintaining Green status across all service lines at all times Actively manage and defend SLA exemption requests — validate, document, and negotiate exemptions where applicable Track penalty exposure in real time trigger pre-emptive actions to prevent financial penalties before breach windows open Maintain a penalty register — document all near-misses, breaches, root causes, and remediation actions Lead monthly/quarterly SLA review governance — present performance data, trends, and improvement plans Ensure contractual obligations are fully understood by delivery teams and reflected in operational targets Experience in penalty clause negotiation and SLA contract interpretation KPI Governance & Performance Analytics Strong analytical skills : ability to build dashboards, interpret service data, and drive decisions from metrics Define, own, and report on the full KPI framework , covering response times, resolution rates, backlog ageing, reopen rates, first-time fix, CSAT, and availability Build and maintain real-time service performance dashboards for both internal operations and external reporting Use data analytics to identify service trends, predict risk areas, and generate actionable insights before issues escalate Drive weekly and monthly analytics reviews with delivery leads , turning data into improvement actions, not just reports Benchmark performance against contractual baselines and industry standards flag deviations immediately 15 years full time education About Accenture Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at Equal Employment Opportunity Statement We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.