Service Request Manager
Location: India, Mumbai
The Agfa-Gevaert Group develops, manufactures and distributes an extensive range of analogue and digital imaging systems and IT solutions, mainly for the printing industry and the healthcare sector, as well as for specific industrial applications. Although the company generates its entire turnover in business-to-business markets, it also contributes to everyday life around the world. Whenever you read a newspaper or visit a hospital, Agfa technology is often involved behind the scenes. The Agfa-Gevaert Group strives to be the partner of choice for imaging and information systems by delivering innovative technology, high-quality solutions, and sustainable business practices. Agfa’s headquarters and parent company are located in Mortsel, Belgium.
About the Role
Agfa is seeking a service-oriented and process-driven Service Request Manager to join its Global ICS (Information & Communication Systems) organization. In this role, you will be responsible for the end-to-end management and continuous improvement of the Service Request Management process, ensuring that users receive standard IT services efficiently, consistently, and within agreed service levels.
You will work closely with internal stakeholders, managed service providers, and technical teams to optimize request fulfillment, enhance user experience, and improve operational efficiency through governance, automation, and process excellence. As part of the global IT Service Management organization, you will help ensure that service requests are delivered in a scalable, compliant, and customer-focused manner.
About You (Skills Required):
You are highly organized, customer-focused, and passionate about delivering efficient IT services. You enjoy improving processes, collaborating across teams, and leveraging data to enhance service performance and user satisfaction.
You possess:
- Strong communication and coordination skills.
- A customer-centric mindset with a focus on service quality and user experience.
- Strong analytical and reporting capabilities.
- Excellent stakeholder and supplier management skills.
- Strong process governance and organizational capabilities.
- A continuous improvement mindset with an interest in automation and service optimization.
What You'll Do (Duties & Responsibilities):
- Own and continuously improve the global Service Request Management process.
- Ensure efficient and timely fulfillment of service requests in accordance with agreed service levels.
- Manage and maintain the IT Service Catalogue, ensuring services remain accurate, relevant, and easy to consume.
- Coordinate the resolution and fulfillment of complex service requests involving multiple teams and service providers.
- Monitor service request performance, identify trends, and drive service improvements through reporting and analytics.
- Collaborate with suppliers and internal stakeholders to optimize service delivery and request fulfillment processes.
- Drive automation initiatives to improve efficiency, reduce manual effort, and enhance user experience.
- Establish and maintain governance controls to ensure compliance with IT Service Management standards and policies.
- Develop and maintain process documentation, service request workflows, and operational procedures.
- Act as backup for the Change Manager when required.
What You'll Bring (Experience & Qualifications):
- Bachelor's degree in Information Technology, Computer Science, Engineering, Business Information Systems, or a related discipline.
- Proven experience in Service Request Management.
- Strong knowledge of ITIL Service Request Management principles and best practices.
- Experience in service management, process governance, and operational excellence initiatives.
- Experience working with outsourced service providers and vendor-managed environments.
- Strong stakeholder and supplier management skills.
- Excellent customer service orientation and ability to balance user expectations with operational requirements.
- Experience with service catalog management, request fulfillment processes, and workflow optimization.
- Strong analytical skills with experience in reporting, KPI monitoring, and performance management.
- Experience driving process improvement and automation initiatives.
- ITIL Foundation certification or equivalent Service Management certification is considered an asset.
- Substantial recent experience performing Service Request Management from within an internal enterprise IT function, with direct accountability to the customer organization and its business stakeholders. Experience gained only in an external service-provider delivery role is not sufficient for this position.
- Experience working in outsourced or multi-provider IT environments and directing multiple service providers during incidents.
- Demonstrated ability to operate from the customer side of an outsourced model, holding service providers accountable, resolving cross-provider ownership issues, and protecting enterprise-wide business priorities during incidents.
Why Join Us:
- Work in a global, multicultural, and collaborative team environment.
- Opportunity to contribute to a digital transformation initiatives.
- Competitive compensation and benefits.
- Long-term learning and career development opportunities.
- Be part of a global IT organization committed to delivering high-quality services to users worldwide.
- Collaborate with international teams, business stakeholders, and strategic technology partners.
- Drive innovation through automation and process excellence initiatives.
- Play a key role in improving employee experience and service delivery effectiveness across Agfa's global IT landscape.
If you are passionate about service management, customer experience, process improvement, and operational excellence, we invite you to join Agfa and contribute to the evolution of our global IT services.