Expert Support Engineer- Cloud Applications / SaaS – Service Manager- Suppo at BLUE YONDER ASIA PTE LTD

Hyderabad, Telangana, India -

Full Time

Start Date

Immediate

Expiry Date

11 Jul, 26

Salary

0.0

Posted On

12 Apr, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Management, People Leadership, ITIL, SaaS, Cloud Applications, Incident Management, Customer Escalation Management, Service Delivery, Performance Management, Root Cause Analysis, Problem Management, SLA Management, White Glove Support, Automation, AI Adoption, Stakeholder Management

Industry

Software Development

Description

Scope: The Service Manager – Team Lead is responsible for leading a team of Service Managers and ensuring consistent, high-quality service delivery to customers. This role combines people leadership, service governance, and customer escalation management, while ensuring adherence to ITIL processes and White Glove Support standards. The Team Lead acts as a critical link between Service Managers, support teams, and senior leadership What will you do: People Leadership & Development Lead, coach, and mentor Service Managers and support associates Conduct regular 1:1s, performance check-ins, and career development discussions Support onboarding and ramp-up of new team members Foster a positive, inclusive, and high-engagement team culture Drive completion of performance reviews, career conversations, and mandatory training Service Delivery & Operational Excellence Oversee daily service operations to ensure SLA adherence and service quality Prioritize workload, incidents, and escalations Act as the first point of escalation for complex or high-risk customer issues Ensure adherence to ITIL processes Monitor KPIs such as response time, resolution time, backlog, and OSAT Incident & Major Incident Governance Ensure compliance with Major Incident Management (MIM) governance Confirm timely acknowledgements and structured communications Coordinate bridge calls and SME participation Support post-incident reviews and RCA delivery Customer & Stakeholder Management Act as escalation contact for customer dissatisfaction and SLA risks Bridge communication between customers, teams, and leadership Reinforce White Glove Support service mindset Continuous Improvement Drive root cause analysis and problem management Identify process improvement opportunities Support automation and AI adoption Maintain accurate documentation and knowledge assets What we want : 10+ years of experience in Service Management within cloud or SaaS environments Strong people leadership and coaching skills Solid understanding of ITIL practices Experience in Service Management or Production Support Strong customer communication and escalation handling skills Ability to work in a 24x7, high-pressure environment Success Measures SLA adherence and service quality Reduction in repeat incidents and escalations Team engagement and performance Customer satisfaction and service health Adoption of continuous improvement initiatives Our Values If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. Who are we? We are a proven, passionate bunch of disruptors. Our work is all about tapping into your potential so we can deliver the best solutions and customer experiences on the planet. Collaboration, respect, and a great work-life balance earned us the title of "Best Place to Work- Employees' Choice" by Glassdoor. Our people are smart, creative, rock stars with over 400 patents and 10,000 people years of domain expertise. What do we do? Blue Yonder is the world leader in digital supply chain and omni-channel commerce fulfillment. Our intelligent, end-to-end platform enables retailers, manufacturers and logistics providers to seamlessly predict, pivot and fulfill customer demand. With Blue Yonder, you can make more automated, profitable business decisions that deliver greater growth and re-imagined customer experiences. Blue Yonder - Fulfill your Potential. ™ blueyonder.com “Blue Yonder” is a trademark or registered trademark of Blue Yonder, Inc. Any trade, product or service name referenced in this document using the name “Blue Yonder” is a trademark and/or property of Blue Yonder, Inc. Blue Yonder, Inc. 15059 N Scottsdale Rd, Ste 400 Scottsdale, AZ 85254

Responsibilities

The Service Manager Team Lead is responsible for overseeing daily service operations, ensuring SLA adherence, and managing team performance. They act as a critical escalation point for complex customer issues while driving continuous improvement and ITIL process compliance.