Manager - Enterprise Infrastructure Service Management

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For more than 40 years, Accelya has been the industry's partner for change, simplifying airline financial and commercial processes and empowering the air transport community to take better control of the future. Whether partnering with IATA on industry-wide initiatives or enabling digital transformation to simplify airline processes, Accelya drives the airline industry forward and proudly puts control back in the hands of airlines so they can move further, faster. Manager - Service Management (Enterprise Infrastructure) Role Purpose As a Manager - Service Management (Enterprise Infrastructure), you will take ownership of service management challenges across enterprise infrastructure, lead initiatives that drive operational excellence, and deliver measurable results. Collaborating with cross‑functional teams, you will ensure IT services are reliable, cost‑effective, and aligned with business objectives. Duties & Responsibilities Develop and implement strategies for enterprise infrastructure service management that align with company objectives. Oversee execution of service management tasks, ensuring high quality and timeliness. Collaborate with key stakeholders to identify opportunities for improvement. Maintain a high standard of excellence in service management practices. Primary Duties & Responsibilities Lead and manage projects within the scope of enterprise infrastructure service management. Monitor progress and report results to leadership and stakeholders. Serve as the primary point of contact for service management‑related matters. Provide mentorship and guidance to team members. Incident Management: Oversee the end‑to‑end incident lifecycle, ensuring timely resolution and root cause analysis. IT Infrastructure Monitoring: Ensure proactive monitoring of servers, networks, and applications to minimize downtime. Service Portfolio Management: Maintain and optimize the IT service catalog, aligning services with business needs. SLA Management: Define, track, and enforce service level agreements to ensure compliance and customer satisfaction. Capacity Management: Forecast and manage IT infrastructure capacity to meet current and future business demands. Availability Management: Ensure critical IT services are consistently available, implementing redundancy and resilience strategies to minimize downtime. Escalation Management: Act as the escalation point for critical service issues, ensuring swift resolution and communication. Stakeholder Engagement: Build strong relationships with business stakeholders to align IT services with business priorities. Knowledge, Experience & Skills Strong expertise in IT service management principles and methodologies (ITIL or equivalent). Proven track record of success in managing enterprise infrastructure services. Hands‑on experience with incident management, IT infrastructure monitoring tools, service portfolio management, SLA governance, capacity planning, and availability management. Exposure to ManageEngine ServiceDesk Plus, Endpoint Central, and Site24x7 is an added advantage. Exceptional leadership, analytical, and communication skills. Advanced knowledge of relevant ITSM tools, monitoring platforms, and reporting dashboards.

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