Service Manager

About the role

The Service Manager will lead delivery, governance, and continuous improvement of enterprise application support and managed services for Infosys in Mexico City. Acting as the primary liaison between business stakeholders, delivery teams, functional experts, and technical teams, the role ensures operational stability, business continuity, and alignment with organizational objectives.

Key responsibilities

• Lead application management and managed‑services delivery to maintain service excellence.
• Govern service delivery processes, ensuring compliance with policies, quality standards, and contractual commitments.
• Monitor performance against service‑level agreements and key performance indicators.
• Manage stakeholder communications and foster effective relationships with business and technology teams.
• Coordinate incident, problem, and change management activities following IT service‑management best practices.
• Analyze operational metrics, identify risks, and drive improvement initiatives.
• Facilitate root‑cause analysis and oversee corrective and preventive actions.
• Lead transition, knowledge‑transfer, and stabilization activities for new services or system changes.

Required profile

• Proven experience in leading service delivery or managed‑services engagements.
• Strong stakeholder management and communication skills.
• Ability to lead cross‑functional teams in a fast‑paced environment.
• Analytical mindset with a focus on continuous improvement.

Required skills

• ITIL framework
• CMMi for Development
• Change Management
• Project Management
• Process Management
• Service Management
• Incident, Problem and Transition Management