Req ID: NTT 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 and 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 and 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 and 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 Certifications ITIL Foundation Certification : Preferred About NTT DATA NTT 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 and D to help organizations and society move confidently and sustainably into the digital future. Visit us atus.nttdata NTT DATA endeavors to make us.nttdataaccessible to any and all users. If you would like to Apply regarding the accessibility of our website or need assistance completing the application process, please Apply at us.nttdata/en/contact:us. This contact information is for accommodation requests only and cannot be used to inquire a