Service Manager

Role Purpose The Service Manager - Enterprise owns the customer relationship, solution health, satisfaction and revenue growth for assigned private-sector accounts. This is a techno-commercial role. The person must be equally at ease running an SLA review with a bank's CIO office, spotting an upsell in a business conversation, and leading an AI/LLM proof of concept (POC) to a successful close. The goal is to turn each account from a vendor contract into a strategic partnership that delivers measurable value and repeat revenue for Innefu. The Mandate: Techno-Commercial Account Leadership In line with the Innefu Service Management Policy Framework, the Service Manager - Enterprise must move across five dimensions: FROM TO Reactive incident firefighter Structured problem manager and trusted account partner Single-point customer contact 360° multi-level relationship builder (CXO, business, IT, risk, procurement) Ad-hoc reporting Proactive, insight-led advisor Cost centre role Revenue enabler and driver of upsell, cross-sell and renewals Product support AI adoption partner who scopes, runs and converts POCs. CORE RESPONSIBILITIES A. Account Ownership & Service Excellence

• Own end-to-end service delivery, SLA adherence, solution health and customer satisfaction for all assigned enterprise accounts.
• Monitor system health dashboards and fix issues before they become customer-visible incidents.
• Acknowledge P1 incidents within 60 minutes and resolve within 8 hours; resolve P2 within 24 hours - personally driving closure with internal teams.
• Drive zero unplanned critical outages through change management, preventive maintenance and monitoring aligned to ITIL 4.
• Maintain CMDB, deployment architecture and asset records with ≥ 95% accuracy.
• Meet customer-specific compliance needs (e.g. RBI guidelines, data privacy under the DPDP Act, ISO 27001, SOC 2, client audit requests).
• Run weekly health reviews with the Business Associate (BA) and report account health to the reporting manager every week. B. Customer Relationship Management
• Build engagement maps across business heads, CIO/CTO/CISO offices, IT and data teams, risk and compliance, procurement and senior leadership.
• Run at least one Customer Knowledge Session (CKS) per month per account - product training, new features, best practices or AI awareness.
• Run bi-annual workshops on cybersecurity, AI governance, compliance updates and industry trends.
• Use every session to show product value, present new capabilities and spot gaps Innefu can solve.
• Keep a live stakeholder register (roles, influence, engagement history) updated in CRM within 24 hours of each interaction.
• Manage relationships with international customers across time zones and cultures, with confidence in global business settings. C. Account Management & Revenue Growth
• Understand each customer's business, competition, regulators and digital/AI roadmap in depth.
• Listen for pain points, new projects and organisational changes that map to Innefu's products and services.
• Identify, qualify (BANT: Budget, Authority, Need, Timeline) and lead upsell, cross-sell and expansion opportunities with the Sales team.
• Build and own an Annual Account Growth Plan (AAGP) per major account: current revenue, growth opportunities, stakeholder map and renewal calendar.
• Ensure 100% subscription / AMC / contract renewals on or before the due date; work to increase renewal value year on year.
• Log all interactions, leads and opportunities in CRM within 24 hours; no stale records older than 2 weeks. D. AI Solutions & POC Leadership
• Understand what enterprise customers now expect from AI - GenAI, LLM-based assistants, RAG (retrievalaugmented generation) over enterprise data, agentic workflows and AI-driven analytics.
• Explain AI capabilities, limits and risks (accuracy, hallucination, data security, cost) clearly to business and technical audiences.
• Lead POCs end to end: define use case and success criteria with the customer, plan data and infrastructure needs, coordinate product and engineering teams, track progress and present results.
• Convert successful POCs into paid deployments, working with Sales on the commercial proposal.
• Feed customer insights and feature requests back to product teams to strengthen the AI roadmap. E. ITIL Compliance & Service Governance
• Log, categorise and resolve all incidents, changes and service requests per ITIL 4-aligned SOPs; the ITSM tool is the single source of truth.
• Drive RCA for all P1 and repeat P2 incidents and share formal RCA reports with customers on time.
• Run quarterly ITIL compliance audits and submit a Service Improvement Plan (SIP).
• Route all production changes through the Change Advisory Board (CAB), including customer representation.
• Prepare template-compliant customer reports - MIS, incident summaries, QBR decks - with the BA. F. Team Collaboration & BA Leadership.
• Direct the Business Associate(s) on assigned accounts: set daily priorities, review MIS and enforce documentation discipline.
• Run daily stand-ups with the BA on ticket health, SLA-at-risk items and open escalations.
• Ensure BAs complete LMS certifications, product training and knowledge contribution targets.
• Build a process-disciplined team culture with ITIL thinking and strong ownership. G. Learning & Knowledge Sharing
• Complete ITIL Foundation within the first 6 months.
• Complete at least one product, AI or cloud certification per year via the Innefu LMS.
• Contribute at least one knowledge article or case study per quarter (including POC learnings).
• Join all SM huddles and bootcamps; lead at least one session per quarter.
• Keep a personal development plan, updated quarterly against the SM competency framework.

Requirements REQUIRED BACKGROUND & EXPERIENCE Enterprise Customers & Account Management

• Proven track record managing large private-sector accounts - Banking & Financial Services, ITeS, Retail or similar - across business, IT, risk, procurement and CXO levels.
• Strong customer relationship and account management skills, with clear ownership of renewals, account growth and pipeline.
• Demonstrated success in upsell, cross-sell and expansion, working closely with Sales.
• Prior experience in SaaS, enterprise sales or IT product companies - strongly preferred.
• Exposure to international customers (e.g. GCC, APAC, Europe, US) - an added advantage. Technology & AI
• Sound tech acumen to understand current enterprise expectations of AI, RAG and LLM-based products, and to discuss use cases, architecture and risks credibly.
• Experience leading or closely supporting POCs / pilots for enterprise software, from scoping to conversion.
• Working knowledge of data platforms, analytics, APIs and integrations, cloud (AWS / Azure / GCP) and onpremise deployments.
• Familiarity with security and compliance frameworks used by enterprises - ISO 27001, SOC 2, RBI / SEBI guidelines, DPDP Act, GDPR.
• Exposure to Python, SQL or similar tools is an advantage, at a working (not development) level. Service Management & ITIL
• Experience managing end-to-end service delivery: SLAs, incidents, changes and customer satisfaction tracking.
• ITIL Foundation certified, or well-versed in ITIL 4 practices.
• Hands-on with ITSM and CRM tools (ServiceNow, Freshdesk, Jira Service Management, Salesforce, Zoho or equivalent).
• Experience running QBRs, MIS reviews and executive briefings with professional documentation.
• Excellent written and verbal communication; confident presenting to senior enterprise stakeholders. QUALIFICATIONS
• B.E. / B.Tech in Computer Science, Electronics & Communication, IT or a related discipline - strongly preferred.
• MBA (Sales, Marketing or General Management) - preferred; engineering + MBA is the ideal combination.
• ITIL Foundation - mandatory (within 6 months of joining if not already certified).
• PMP / Prince2 / Agile, and AI or cloud certifications - preferred.
• 8+ years of total experience, with at least 3-4 years in account management, customer success, technical account management or enterprise sales for SaaS / IT products. IDEAL CANDIDATE PROFILE The right person blends technical depth, commercial instinct and strong presence - someone who can hold a sharp conversation with a bank's CTO about an LLM use case and build lasting trust with the operations team that uses the product every day.
• Dynamic and customer-first - energetic, proactive and genuinely invested in the customer's success.
• Commercially sharp - sees every interaction as a growth opportunity; maps customer needs to Innefu's portfolio and drives upsell and cross-sell.
• AI-fluent - understands what GenAI, RAG and LLM products can and cannot do, and is comfortable leading POCs to conversion.
• Process-disciplined - knows great service comes from rigorous process, not heroics; ITIL-minded.
• Relationship builder - builds multi-level relationships across the customer organisation, in India and overseas.
• Ownership-driven - takes full accountability for account health, SLAs, satisfaction and growth.
• Clear communicator - polished in QBRs, executive reviews and everyday conversations.

• Resilient - thrives in a fast-moving, high-expectation private-sector environment and acts decisively without perfect information.