Company description Publicis Sapient is a digital transformation partner helping established organizations get to their future, digitally-enabled state, both in the way they work and the way they serve their customers. We help unlock value through a start-up mindset and modern methods, fusing strategy, consulting and customer experience with agile engineering and problem-solving creativity. United by our core values and our purpose of helping people thrive in the brave pursuit of next, our 20,000+ people in 53 offices around the world combine experience across technology, data sciences, consulting and customer obsession to accelerate our clients’ businesses through designing the products and services their customers truly value. Overview Your Impact OR Responsibilities: The Service Manager manages IT Service Delivery and provides ongoing operations support aligned with the IT Service Management processes. He/she also manages all stakeholders and ensures that the teams work in collaboration to achieve successful delivery outcome. Establishing Service Management teams, organization structure, escalation matrix, governance forums etc. required to provide services in scope of the Supplier Organizing L1, L2, L3 teams, defining roles/responsibilities for all teams, establishing collaboration and communication plans Implementation and management of IT Service Management (ITSM) processes like Event Management, Incident Management, Change Management, Problem Management, Knowledge Management, Service Request Management, Financial Management etc. Establishing SLA/KPI measurement, reporting, improvement, service credit management processes Establishing Performance, Capacity and Quality Management framework and processes Management of IT Service Delivery and ongoing operation support based on IT Service Management processes, company policies and standards Estimation, scoping, commercials, contracting, development/review of service catalogues Analysis of issues, tickets, stakeholder feedbacks leading to identification and implementation of product improvement, process improvement, automation/elimination opportunities Working with customer to identify new value opportunities and leverage such opportunities through outcomes based projects Conduct required audits, surveys to evaluate gaps, improvement opportunities and incorporate actions to eliminate such gaps. Manage required stakeholders, run agreed governance forums to discuss achievements, issues, plans, dependencies etc. Qualifications Your Skills & Experience: Ability to build and manage successful teams Excellent knowledge and experience of Service management processes Excellent experience in Service Delivery and Operations management Good communication and stakeholder management skills Good understanding of various contractual, commercial and SLA constructs Strong creative thinking, problem-solving, decision-making skills Ability to manage escalations and conflicts Additional information Gender-Neutral Policy 18 paid holidays throughout the year. Generous parental leave and new parent transition program Flexible work arrangements Employee Assistance Programs to help you in wellness and well-being.