Manager – Service Management

Job Description: Manager – Service Management

Role Purpose

The Manager – Service Management bridges stakeholder relationships, structured project management, and strategic service delivery at TDRA. This role ensures continuous service alignment with customer needs, manages end-to-end project lifecycles, and oversees day-to-day service performance.

📋 Key Responsibilities

Stakeholder & Relationship Management

Collaboration & Trust: Foster an open, collaborative atmosphere with shared objectives between internal/external stakeholders and TDRA.

Communication Framework: Establish, manage, and optimize effective formal and informal communication flows.

Conflict Resolution: Manage dispute resolution and proactively mitigate "soft" organizational tensions before escalation.

Upward Management: Keep senior management proactively informed of critical issues to enable timely intervention.

Knowledge Sharing: Organize cross-functional forums, working groups, roadshows, and training sessions to promote shared business practices.

Project Management

Lifecycle Execution: Direct projects across all five standard process groups: Initiating, Planning, Executing, Monitoring & Controlling, and Closing.

Core Domains: Manage project delivery across the nine PMBOK knowledge areas: Integration, Scope, Time, Cost, Quality, HR, Communication, Risk, and Procurement.

Service Management & Strategy

Operations & Oversight: Oversee day-to-day service delivery, taking full ownership of issue resolution and contractual escalations.

Performance Analysis: Conduct balanced data collection, service reviews, and customer satisfaction surveys to measure performance metrics efficiently.

Strategic Alignment: Align services with changing customer workloads, emerging external trends, and TDRA's overarching business strategy.

Service Evolution: Collaborate with Sales, Solution Architects, and Product Marketing to identify, plan, and execute service improvements or additions.

Required Certifications

ITIL Foundation Certification.

Project Management Certification (e.g., PMP or equivalent).

Management / Team Lead training or certifications.

Network-related training or certifications.

Experience Requirements

8–10 years of professional experience.

Team Leadership: Proven track record managing technical staff in customer-facing service delivery roles.

Networking & Systems: Strong knowledge of market-leading LAN/WAN, MPLS networks, and Network Security Design.

Infrastructure: Solid understanding of systems technology (OS, Databases, Applications).

Framework Mastery: Deep expertise in the ITIL framework, with an emphasis on Incident Management.