Data Resilience Service Manager
Global capability centerBengaluru, Republic Of India, IN6 days ago
Job descriptionUse performance data, incident learnings and stakeholder feedback to continuously evolve the service (targeting improved stability, faster restore times, and better user experience). Governance & Vendor Accountability Lead the governance framework for outsourced / managed services : contractual follow‑up, QBR / MBR reviews, risk management, financials (incl. cost / performance trade‑offs), and continuous improvement. Ensure suppliers remain accountable for resilience and compliance with SLAs, KPIs and SLOs; Requirements & Service Specification Capture / structure stakeholder needs and translate them into measurable vendor deliverables and change roadmaps, covering both functional and non‑functional requirements (observability, recovery, compliance, security). Prioritize service evolution based on impact, business value, and alignment with strategy. Operational Transparency & Compliance Secure operational transparency, ensure clear observability / telemetry, reporting, and actionable incident learnings from suppliers; Drive audit readiness and continuity planning (e.G., restore tests, DR exercises, RPO / RTO validation), embedding regulatory, security and audit controls into vendor agreements and operations. Stakeholder Leadership & Experience Represent internal stakeholders in supplier discussions to ensure business value and user needs are reflected in service delivery; Safeguard seamless ITSM integration (e.G., incident / problem / change, service catalog / reporting) and a coherent user experience across enterprise platforms. Proven Service Manager (or Service Owner for outsourced services) with deep experience in governing managed services , vendor performance and contract steering in an enterprise context. Strong grounding in backup & recovery and enterprise storage across on‑prem and cloud : e.G., Rubrik (strategic), NetApp (on‑prem / cloud), and lifecycle / capacity management. Experience guiding migration off legacy backup platforms is a plus. Comfortable turning business strategy into measurable objectives and SLA / SLO / SLI models, with hands‑on performance follow‑up and continuous improvement discipline Solid ITSM literacy (incident / problem / change, service catalog / reporting), with demonstrated ability to drive transparency and operational readiness together with suppliers and internal teams. Skilled in stakeholder leadership and communication—from engineers to executives—balancing strategic direction with structured follow‑up and clear accountability. Familiarity with security, compliance and audit requirements for infrastructure services (e.G., recovery testing, data retention, evidencing controls). Exposure to FinOps / cost steering for storage / backup footprints; automation mindset; Embraces We Culture You are customer focused and have a solution-oriented mindset You excel in collaboration, both with internal and external stakeholders, and are passionate about building a work environment based on trust Curious You are passionate about software development and you have an interest in staying up to date with new technologies You are self-propelled and have an innovative and creative mind Agile Mindset You have a strong belief in agile ways of working especially in accordance with SAFe You are flexible, open to new ideas and have a strong focus on continuous improvement Communication You are an avid communicator, and are fluent in both spoken and written English You can build compelling and interesting presentations supporting your ideas You manage stakeholder expectations at various levels with ease You navigate confidently in a multi-cultural environment
Main responsibilities
- Service Ownership & Strategy
- Own the service vision and roadmap for Backup & Storage, aligning with Digital Platform strategy and enterprise capability goals;
translate strategy intomeasurable objectives and vendor requirements.
treat contracts as living instruments for service steering and value delivery
be data driven in follow‑up and the tracking, analyses and response to issues
facilitate structured feedback loops between consumers and suppliers.
Nice to have
experience with reliability concepts (error budgets) and observability practices.
Who you are and what you believe in
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Service Manager • Bengaluru, Republic Of India, IN
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