Senior Manager - Service Management

Senior Manager - Service Management (Cargo operations)

For more than 40 years, Accelya has been the industry’s partner for change, simplifying airline financial and commercial processes and empowering the air transport community to take better control of the future. Whether partnering with IATA on industry-wide initiatives or enabling digital transformation to simplify airline processes, Accelya drives the airline industry forward and proudly puts control back in the hands of airlines so they can move further, faster. 

Senior Manager – Service Management

Mumbai

Role Purpose:

The Senior Manager - Incident Management is responsible for overseeing the management of P1 and P2 incidents, ensuring SLA compliance, and leading teams to track production tickets while collaborating with airlines to resolve issues.

Duties and Responsibilities:

• Responsible for leading the end-to-end management of IT incidents to ensure timely resolution, minimal business disruption, and high-quality communication across all stakeholders.

• This role oversees the coordination of technical teams during major incidents, ensures adherence to ITIL processes, and drives continual improvement of incident management practices.

• Serve as the primary owner and coordinator for all major incidents (Severity 1 & 2).

• Lead incident bridges/calls and manage workflow between internal and external technical teams.

• Ensure timely incident triage, escalation, and resolution within agreed SLAs.

• Assess business impact and prioritize incidents accordingly.

• Provide clear, timely, and consistent updates to stakeholders, business units, and leadership during major incidents.

 

Performance Monitoring & Reporting

• Define and track KPIs, SLAs, and operational metrics.

• Generate monthly, quarterly, and annual service performance reports.

• Analyze trends and identify improvement / efficiency opportunities.

 

Continuous Improvement

• Lead service improvement initiatives to enhance process maturity.

• Conduct gap assessments, root cause analysis, and process reviews.

• Implement automation and workflow improvements within ITSM tools.

 

Root Cause Analysis (RCA) & Problem Management

• Conduct or facilitate post-incident reviews (PIRs).

• Document root cause, contributing factors, and corrective actions.

• Collaborate with Problem Management to ensure long-term solutions are implemented.

• Track and drive completion of post-incident remediation tasks.

 

Knowledge, Experience and Skills:

• Solid understanding of IT infrastructure (networking, servers, cloud, applications).

• Ability to work across multiple technology domains.

• Knowledge of monitoring tools and incident management systems.

• Excellent verbal and written communication skills.

• Strong leadership presence during high-pressure situations.

• Analytical and critical-thinking mindset.

• Ability to multitask and prioritize effectively.

• Calm, composed, and solution-driven under pressure.

• Respond to RFP questions, Business Case, SLA & Cost

• Participate in Audit and provide evidence for compliance

• Senior domain knowledge will be an added advantage.

What do we offer

• An opportunity that provides open culture and challenges to satisfy intellectual needs

• Smart working: hybrid remote/office working environment

• Excellent, dynamic and multicultural environment

• Work-life balance

About Accelya

Accelya is a leading global software provider to the airline industry, powering 200+ airlines with an open, modular software platform that enables innovative airlines to drive growth, delight their customers and take control of their retailing. Owned by Vista Equity Partners long-term perennial fund and with 2K+ employees based around 10 global offices, Accelya are trusted by industry leaders to deliver now and deliver for the future. The company´s passenger, cargo, and industry platforms support airline retailing from offer to settlement, both above and below the wing. Accelya are proud to deliver leading-edge technologies to our customers including through our partnership with AWS and through the pioneering NDC expertise of our Global Product teams. ​

What does the future of the air transport industry look like to you? Whether you’re an industry veteran or someone with experience from other industries, we want to make your ambitions a reality!

What does the future of the air transport industry look like to you? Whether you’re an industry veteran or someone with experience from other industries, we want to make your ambitions a reality!

Experience Level

Senior Level