Job Description

About Company Botree Software is a pioneer and leader in Distribution Management Software (DMS), Sales Force Automation (SFA), and Analytics solutions. We are dedicated to transforming the way businesses in the FMCG, Consumer Durables, and OTC Pharma sectors execute their retail strategies. With an impressive legacy spanning over 25 years, our comprehensive Product and Insights ecosystem supports more than 60 blue-chip clients, 93,000+ distributors, 33,000+ active sales representatives, and over 5 million retail stores globally. By leveraging cutting-edge technology, we drive significant increases in market share, revenue, and profitability for our clients. Recognized for our exceptional workplace culture, Botree Software is proudly Great Places to Work Certified. Join us and be a part of a company that is at the forefront of innovation and excellence in retail execution. Role Botree has a vacancy for a Service Manager in Ghaziabad. The successful candidate must be able to manage suppliers in outsourcing contracts with strong people management and communication skills. Responsibilities Champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services Oversee development of ITSM-based management processes and controls to ensure quality is maintained to meet business objectives Maintain day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of Service Management issues which arise in connection with ITSM Services Management of the IT Service Delivery Team including responsibility for service desk, desktop support, application support, career development and staff appraisals Definition of service level agreements (SLAs) in relation to contracted services, ensuring the SLAs are achieved; service quality and client expectations are met or exceeded as well as profitable Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are followed Build and maintain client relationships Produce management and account performance reports to an agreed schedule or upon request Attend client service review meetings covering performance, service improvements, quality and processes Implement and facilitate workshops and training courses Requirements Previous experience of IT Service Management is desirable A qualification in ITIL Service Delivery is desirable Knowledge of MS Office Applications Ability to learn, understand and apply new concepts and solutions Good analytical and reasoning skills Strong communication - verbal and written Excellent presentation skills Planning and organising skills Capable of multi-tasking Critical thinking and problem solving skills Should have a positive attitude with good interpersonal skills Be adaptable / flexible and proactive in taking initiatives Should be customer focused