Service Management Service Lead

About Sopra Steria
Sopra Steria, a major Tech player in Europe with 51,000 employees in nearly 30 countries, is recognised for its consulting, digital services and solutions. It helps its clients drive their digital transformation and obtain tangible and sustainable benefits. The Group provides end-to-end solutions to make large companies and organisations more competitive by combining in-depth knowledge of a wide range of business sectors and innovative technologies with a collaborative approach. Sopra Steria places people at the heart of everything it does and is committed to putting digital to work for its clients in order to build a positive future for all. In 2025, the Group generated revenues of €5.6 billion.
The world is how we shape it.

1. 12-15 years’ work experience.
2. At least 7-8 years’ experience in independently managing service operations.
3. Should have technology background and experience in leading Service Operations/service delivery of large engagement involving Cloud Infra/cloud hosted services.
4. Knowledge/experience on middleware solutions/Axway Products will be a plus.
5. Required level of leadership and management experience to manage larger teams and collaborate and influence senior managers.
6. Experience in organizational change management (transformational experience)
7. Strong leadership skills including effective time management, prioritization, and delegation of work.
8. Excellent communication skills - should be comfortable with customer handling, capable to leading major incident management calls.
9. Responsible/own the Problem management and capability to drive issues towards closure.
10. Experience in coaching and mentoring teams including their performance appraisals.
11. Should be familiar working on ITSM tools (SNOW etc), Jira confluence, MS project etc.

Total Experience Expected: 08-10 years

1. B.E/B.Tech (CSC/IT/Electronics/Electrical). PG qualification on Business Administration/Management is a Plus.
2. Professional level certification on Service Management or Project Management (such as ITIL®4 Specialist).
3. Knowledge on any of the Cloud Services (AWS/Azure) is desirable.
4. Excellent communication/presentation skills.

There are 2 shifts 6AM to 3PM and 1PM to 10PM. However, the new managers should be flexible to cover night shift as contingency in hybrid model with presence in office. Also, ok with rotational shift as standalone.

The Service Operation Manager will be responsible for developing and leading a team of IT Specialists for day-to-day operations and service lifecycle management involving technical Infrastructure Support operations as part of global Axway Cloud Managed Services. He will be responsible for ensuring the support strategy is in alignment with the overall IT and business direction and meeting the stringent availability KPIs and SLAs.

The role requires working and interacting directly with a global management team and stakeholders across the IT groups (e.g. Cloud Infra, Application Management, Cloud COEs, CAB, business owners/users, etc..).

At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

All of our positions are open to people with disabilities.