Project Manager/Service Lead

Description :

Position : Project Manager/Service Lead

Experience :

- Minimum 3+ years in a leadership or managerial role

Role Summary :

- Act as the primary point of contact for client communication and engagement

- Manage service delivery, SLAs, and KPIs to ensure contractual compliance

- Lead weekly/monthly governance meetings and provide service reports

- Handle and manage critical escalations (P1/P2 incidents)

- Ensure effective resource planning, allocation, and utilization

- Drive continuous service improvement initiatives

- Coordinate with cross-functional teams (infra, app, DB, DevOps)

- Ensure adherence to ITIL processes (Incident, Problem, Change Management)

Required Skills :

- Strong experience in ITIL-based service management

- Excellent stakeholder and client communication skills

- Proven experience in managed services delivery

- Good understanding of cloud and infrastructure environments

- Ability to manage SLAs, KPIs, and governance frameworks

- ITIL Certification (Foundation/Intermediate)

- Experience with service management tools (ServiceNow, Jira, etc.)

- Exposure to Azure / cloud platforms

- Strong reporting and documentation skills

Soft Skills :

- Strong leadership and decision-making abilities

- Excellent problem-solving and conflict resolution skills

- Ability to manage high-pressure situations and escalations

- Strong organizational and multitasking skills