Service Manager

Position: Service Manager 1
Location: Prakāshamnagar

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You'll find an environment that inspires and empowers you to thrive both personally and professionally.

There's no one like you and that's why there's nowhere like RSM.

The IT Operations Service Manager is a member of the Assurance Digital Services team, responsible for tracking, monitoring, and coordinating the end-to-end delivery and performance of Assurance technology services and platforms. This role helps to bridge operational gaps between technology delivery teams and business operations, ensuring accurate visibility, timely updates and escalations, and reliability of service delivery.

The individual in this position works tactically to maintain real-time awareness of service activity; monitoring Service Now queues, directing other service team members, coordinating vendor updates/releases, and tracking incident trends. The role helps ensure that service performance, outages, and releases are tracked, documented, and reported consistently to support informed decisions, reduce disruption, and improve operational reliability..

Operational Monitoring and Service Continuity

Act as the central coordination point for monitoring, tracking, and reporting on operational activities across Assurance Digital Services.
Continuously review Service Now queues, assignment groups, and vendor tickets to maintain real-time awareness of issues, SLAs, and progress.
Run and analyze daily and weekly SLA and backlog reports to identify delays, trends, or recurring incidents requiring escalation or follow-up.
Ensure timely routing and closure of escalations, coordinating with vendor support teams and IT partners when issues cross platforms by establishing key partnerships with other customer support teams.
Track and monitor planned infrastructure, software, or configuration changes to ensure timing and readiness align with business operations and avoiding disruption.
Monitor change activity during critical periods (e.g., busy season) to prevent service disruption and communicate potential impacts to stakeholders.
Participate in incident and change review calls to validate details, gather updates, and maintain awareness of external change impact to our operations.
Coordinate outage tracking, incident documentation, and operational reporting to ensure business and leadership have accurate visibility of service health, acting as a key escalation point of contact.
Leverage dashboards, Service Now analytics, and reports to identify performance trends, recurring issues, and system dependencies.
Maintain situational awareness of critical or high-priority incidents, ensuring timely communication and resolution tracking across LOBs and IT.

Process Execution, Reporting, and Release Coordination

Support release readiness, change implementation, and validation activities to ensure system stability and business continuity.
Collaborate with vendors and platform teams to verify release timing, testing results, and post-release performance.
Create and maintain dashboards, reports, and analytics summarizing service metrics, incident trends, and SLA performance.
Analyze performance and incident data to detect recurring issues, underlying causes, and improvement opportunities.
Enhance monitoring, reporting, and process documentation to improve visibility and operational efficiency.
Update and maintain operational playbooks, workflows, and knowledge articles for incident and change management.
Document corrective actions, post-incident findings, and lessons learned to drive consistency in future operations.

Collaborate and train extended operations support staff.

Work closely with technology, operations, and business teams across LOBs to maintain consistent communication and coordination.
Participate in operational syncs and follow-up meetings to confirm progress on open issues and improvement actions.
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