Job Description

Req ID: 325582NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.We are currently seeking a Service Manager to join our team in Hyderabad, Telangana (IN-TG), India (IN).We are seeking a Service Manager to lead and coordinate L2 and L3 Salesforce Support Specialists as part of the BAU support operations for Salesforce Service Cloud, Experience Cloud, and Loyalty Cloud. The role is responsible for ensuring SLA adherence, team performance, incident resolution, stakeholder communication, and regular reporting on KPIs and service metrics.Key Responsibilities:Service Management:

• Manage day-to-day operations of L2/L3 support teams handling incidents, service requests, and minor enhancements.

• Ensure timely and high-quality resolution of issues across Service, Experience, and Loyalty Clouds.

• Monitor and enforce adherence to SLA targets and escalation protocols.

• Act as the primary point of contact for business stakeholders regarding support operations and issue escalations.

• Coordinate with technical and functional leads to align support work with platform and business priorities.

People & Process Management:

• Lead a team of L2 and L3 Salesforce specialists; assign, track, and review tasks.

• Facilitate shift planning, resource optimization, and skill development across the support team.

• Champion continuous improvement in service delivery processes and knowledge management.

• Mentor junior team members and promote cross-training to reduce risk and improve coverage.

Reporting & Stakeholder Communication:

• Prepare and share weekly/monthly SLA and KPI dashboards (e.g., ticket volume, resolution time, backlog, root cause trends).

• Analyze performance trends and recommend actions for efficiency and service quality improvements.

• Host service review meetings with stakeholders to discuss performance, risks, and upcoming changes.

• Ensure accurate documentation of incidents, changes, and resolutions in ITSM tools (e.g., Jira, ServiceNow).

Required Skills & Experience:

• 8+ years in a team lead or service management role.

• Advantage of having salesforce domain knowledge

• Proven experience in managing BAU support operations, including incident triage, RCA, and reporting.

• Familiarity with ITIL processes and ITSM tools (e.g., Jira, ServiceNow).

• Excellent stakeholder management, communication, and team leadership skills.

Preferred CertificationsITIL Foundation Certification - PreferredAbout NTT DATANTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us atNTT DATA endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. 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. For our EEO Policy Statement, please click . If you'd like more information on your EEO rights under the law, please click . For Pay Transparency information, please click .

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