Sr Manager - Service Management

Alstom • Bangalore, IN

75d

About The Position

At Alstom, we understand transport networks and what moves people. From high-speed trains, metros, monorails, and trams, to turnkey systems, services, infrastructure, signalling and digital mobility, we offer our diverse customers the broadest portfolio in the industry. Every day, more than 80,000 colleagues lead the way to greener and smarter mobility worldwide, connecting cities as we reduce carbon and replace cars. We are seeking a dynamic and experienced Business Intelligence & Service Request Manager to lead the strategic development and operational execution of IT automation initiatives and service request management. This role requires a strong blend of technical expertise, process optimization, and people management skills to drive efficiency, scalability, and user satisfaction across IT services. Aligned with the 24x7 operating environment, this role will broker the implementation and management support of a new Operating Model across the service desk and command center space. Success for this position is measured in the delivery of Operations capability, developing strong technical acumen within the team and driving iterative improvement.

Requirements

• Demonstrable experience providing leadership and strategic vision within area of responsibility.
• Sound understanding of financial and procurement topics in a global context.
• Ability to manage supplier relationship through influence.
• Track record working with IT Executives, exhibiting composure, credibility, and technical acumen.
• Experience in ITIL Foundations with subject matter expertise in Event, Incident, Problem, and Change Management processes.
• Strong analytical skills with the ability to synthesize the ecosystem and relationships of various IT technologies for the delivery of business services.
• Detail oriented, knowing how to drive change to promote order, control and consistency into an Operations environment.
• Communication Proficiency.

Nice To Haves

• Certifications in ITIL, PMP, or automation platforms.
• Experience with Agile methodologies.
• Strong analytical and problem-solving skills.
• Change management and stakeholder engagement experience.

Responsibilities

• Design, implement, and manage automation solutions across IT operations to improve service delivery and reduce manual effort.
• Collaborate with cross-functional teams to identify automation opportunities and develop scalable solutions.
• Evaluate and integrate automation tools and platforms (e.g., ServiceNow, UiPath, Power Automate, etc.).
• Monitor and report on automation performance metrics and ROI.
• Oversee the end-to-end lifecycle of IT service requests, ensuring timely and quality resolution.
• Optimize workflows and SLAs for service request fulfilment.
• Drive continuous improvement in service request processes through data analysis and stakeholder feedback.
• Ensure compliance with ITIL standards and best practices.
• Lead and mentor a team of automation engineers and service request analysts.
• Foster a culture of accountability, innovation, and continuous learning.
• Conduct regular performance reviews, set goals, and support career development.
• Manage team capacity, resource allocation, and succession planning.
• Act as a liaison between IT operations and business units to align automation and service request strategies with organizational goals.
• Communicate effectively with senior leadership, providing updates on key initiatives and performance metrics.

Benefits

• Equal-opportunity employer that celebrates diversity.
• Commitment to creating an inclusive workplace.

What This Job Offers

• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees