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Service Management & Lifecycle Lead - VOIS

India, Pune · Job Posted June 15, 2026
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Job Description

We are seeking a Service Management & Lifecycle Lead to take end-to-end responsibility for service operations and lifecycle governance within the eSIM platform in Digital Engineering, Channels & Products. This role focuses on ensuring service stability, performance, and continuous improvement while working closely with design, development, and operational teams across the SDLC. The individual will drive API integration activities, oversee service quality, manage incidents and stakeholders, and ensure alignment with ITIL and Agile practices in a fast-paced environment.

Job Responsibility

  • Take full ownership of live production services, ensuring performance, stability, and lifecycle governance
  • Define and manage SLAs, KPIs, escalation paths, and service processes in alignment with ITSM practices
  • Lead incident and major incident management, including resolution, stakeholder communication, and root cause analysis
  • Act as the single point of contact (SPOC) for service-related matters and escalations
  • Design and govern service models, including support structures and non-functional requirements (availability, performance, resilience)
  • Drive continuous service improvement using insights from incidents, service performance data, and customer feedback
  • Monitor customer experience across channels and implement improvements where required
  • Ensure governance of production changes and adherence to service lifecycle and risk management practices
  • Prepare and present service performance reports and dashboards to senior stakeholders
  • Lead service reviews and engage with vendors and partners to ensure SLA compliance and service quality
  • Collaborate with cross-functional teams across design, development, and operations to support service delivery

Requirements

  • Experienced professional with 12+ years in service management, operations, or related domains
  • Strong expertise in ITIL practices, including service lifecycle management, incident, problem, and change processes
  • Proven ability to manage end-to-end service ownership, including SLA monitoring and governance
  • Skilled in stakeholder engagement, collaboration, and conflict resolution across organisational levels
  • Strong analytical and reporting capabilities, with hands-on experience in monitoring tools such as Dynatrace
  • Experience in vendor and partner management, including performance tracking and compliance
  • Solid understanding of Agile methodologies and non-functional requirements such as scalability and resilience
  • Knowledge of API integrations, service architecture, and system dependencies
  • Ability to assess technical solutions considering service quality, operational impact, and cost efficiency
  • Proactive, detail-oriented, and collaborative, with a strong focus on continuous improvement and customer advocacy

What we offer

  • Opportunity to lead end-to-end service operations for a critical eSIM platform within a global telecom environment
  • Exposure to cross-functional collaboration with international teams and stakeholders
  • Involvement in driving service excellence, customer experience, and operational transformation
  • Work within a culture that values continuous improvement, innovation, and Agile delivery
  • Opportunity to influence service strategy, governance, and long-term operational efficiency
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