Service Manager GBS ITS

Service Manager GBS ITS

Address: Bengaluru, Bengaluru, KA 560066, India

Job ID: R0257891

Location Type: Hybrid

Job Overview

Fresenius Medical Care serves around 292,000 dialysis patients worldwide and provides products in more than 140 countries. We are a vertically integrated medical technology (MedTech) and healthcare service company made up of three operating segments: Care Delivery, Value-Based Care, and Care Enablement. This structure allows us to provide the full spectrum of healthcare services, systems, devices, technologies, products, and pharmaceuticals to deliver high-quality care to people living with kidney disease.

Job Description

Key Responsibilities

• Build a strong understanding of customer business needs and service requirements.

• Conduct regular service review meetings and drive stakeholder engagement.

• Manage service escalations, major incidents, and delivery issues.

• Drive service improvement initiatives to enhance customer satisfaction.

• Communicate service updates, operational changes, metrics, and improvement initiatives effectively.

• Define, monitor, and report service quality metrics and KPIs.

• Technology Delivery Management

• Govern end-to-end IT service delivery across enterprise applications, cloud, SaaS, and digital platforms.

• Partner with Product Owners, DevOps, Infrastructure, Security, and Support teams to ensure reliable service delivery.

• Manage Service Catalogues, SLAs, KPIs, and operational reporting.

• Coordinate operational change requests and service transitions.

• Ensure SLA compliance and delivery performance across supported services.

• Continuous Improvement & Operational Excellence

• Drive continuous improvement initiatives using operational metrics, customer feedback, and service analytics.

• Promote Agile, DevOps, Lean, and ITIL best practices.

• Support Agile, Cloud, DevOps, ITSM, and operational capability development.

• Drive service quality, governance, and operational excellence.

• Support compliance with organizational policies, audit requirements, and internal procedures.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Administration, Engineering, or a related discipline.
• Master's degree is preferred.

Experience

• Minimum 5 years of experience in IT Service Delivery, Technology Operations, or Digital Delivery within an SSC, GCC, or BPO environment.

• Overall experience of 8+ years in technology service delivery is preferred.

• Experience working with Agile, DevOps, Cloud, and SaaS environments.

• Proven track record of delivering enterprise IT services and meeting SLA/KPI commitments.

• Experience managing enterprise stakeholders and cross-functional technology teams.

• Required Skills

• Functional

• IT Service Management (ITIL)

• Service Delivery Management

• Incident, Problem, Change, and Release Management

• Operational Governance

• Stakeholder Management

• Customer Relationship Management

• Continuous Improvement

• Service Excellence

• Technical

• ServiceNow

• Jira

• Confluence

• Azure DevOps

• Microsoft 365

• Power BI / Dashboarding tools

• Preferred Certifications

• ITIL Foundation / ITIL v4

• Scrum / Agile Certification

• SAFe Certification

• PMP

• PRINCE2

• Lean Six Sigma

• Success Measures

• SLA and KPI achievement

• Customer satisfaction

• Service quality and operational stability

• Effective incident and escalation management

• Continuous improvement initiatives

• Operational efficiency

• Stakeholder satisfaction

• Care in every moment.

• Connection in every step.

• Important notices

• Fraud Notice

• Fresenius Medical Care is aware of fraudulent communications from individuals or organizations falsely claiming to represent our company. To help protect yourself, please note:

• Fresenius Medical Care will only contact candidates using official company email domains or through Cara, our virtual AI (Artificial Intelligence) assistant at Fresenius Medical Care.

• We do not request payment, fees, gift cards, cryptocurrency, or banking information at any stage of the recruitment process.

• We do not conduct interviews exclusively through messaging apps or social media platforms.

• All legitimate job openings are posted on our official careers website.

• If you receive suspicious communication claiming to be from Fresenius Medical Care, do not respond or share personal information. We encourage you to report the activity to your local consumer protection agency, law enforcement authority, or cybercrime reporting center. We have included links for the most common hiring locations for your convenience.

• United States: Federal Bureau of Investigation (IC3) –

• www.ic3.gov

• Germany: Bundeskriminalamt (BKA) –

• www.bka.de

• United Kingdom: Action Fraud –

• www.actionfraud.police.uk

• Poland: CERT Polska –

• www.cert.pl

• India: National Cyber Crime Portal –

• www.cybercrime.gov.in

• Mexico: Guardia Nacional –

• www.gob.mx/gn

• Philippines: Philippine National Police Anti-Cybercrime Group –

• www.pnp.gov.ph

• We are committed to maintaining a safe and transparent recruitment process.

• Recruitment Agency

• If you are a recruitment agency submitting a resume on behalf of a client: Fresenius Medical Care AG and its affiliates (FME) only accepts candidate submissions from agencies on its approved Preferred Supplier List. All third-party searches and submissions require an existing signed agreement and prior, written approval from Human Resources; all other submissions will be considered unsolicited. Do not forward resumes or candidate information without such authorization to our applicant tracking system, any company email address, and/or any FME employee, including FME Management. FME disclaims any liability for any fees, commissions, or other charges associated with unsolicited submissions.