MFT Service Manager

Role : MFT IT Service Manager / Owner Experience: 8-14 Years Location: Pune Job Description: Key Responsibilities: Risk & Compliance Ensure IT Services are compliant with the organisations Risk and Controls framework, identify and log Control deficiencies, and oversee funding submissions to address deficiencies / uplift compliance. Manage the evergreening position for the product, communicating end of support dates and compatibility requirements. Change Define and enforce structured change governance ensuring proper impact assessment, risk analysis and rollback planning to ensure high quality. Facilitate Internal Change Review meetings, ensuring readiness of changes for downstream reviews and approvals. Represent changes in regional Change Advisory Board and Bar Raiser Review meetings, with technical team support as required. Participate in Change (and Incident) Community of Practice calls to foster adoption of best practices and continuous improvement. Incident & Problem Lead recovery efforts as the Incident Commander during service impacting incidents, ensuring mobilisation of resources and clear stakeholder communication. Ensure timely data collection and representation at Post Change and Post Incident Reviews (both internal and external). Monitor and ensure resolution of Problem Records within SLA, driving read-across activities for broader Product or Platform learning. Performance & Reporting Measure and analyse performance at both IT Service and Service Group levels, identifying deficiencies and driving improvements in collaboration with technical teams. Provide performance data, commentary, and insights to support broader Platform-level reporting, and OKR tracking. Supplier Management Support the Head of Third-Party Management by measuring supplier performance, reviewing enhancement requests, and ensuring SLA compliance. Act as an escalation point for supplier support cases, driving timely and effective resolution while promoting consistency and best practices. Strategy & Customer Assist the Product Owner in the creation and regular review of the Product Strategy, and in their engagements with customers. Work with Service Delivery leads to identify opportunities to reduce manual effort / toil, utilise this data to help the Product Owner to prioritise and refine the backlog for the Engineering & Practices area. Ensure new solutions and / or ways of working delivered by the Engineering & Practices area are fit for purpose and handed over to Service Delivery in a safe and controlled fashion. Skills Required Required Skills & Experience Over 5 years of experience as an IT Service Manager. Knowledge of Project Management, Business Analysis, and / or Software Development Lifecycle - ideally in an Agile / Scrum environment. Ability to positively influence, engage and collaborate with stakeholders at all levels, including high value customers, suppliers / vendors, and other internal Product teams. Comfortable with ambiguity, shifting priorities, and being outside of comfort zone. Excellent communication skills. Customer engagement and stakeholder management skills working in different time zones Key Metrics reporting & Project Management Skills Good Analytical and Problem-solving skills. Good Technical Documentation skills. Jira Service Desk and Confluence experience Desired Skills (Good to have) Managed File Transmission experience (Sterling File Gateway, Connect:Direct etc.)