Service Request Manager

AGFA HealthCare

. Own and continuously improve the global Service Request Management process .

Posted 9/17/2026full-timeMumbai • IndiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Service Request Management, ITIL principles, and process governance, with a strong focus on optimizing service delivery and enhancing user experience through automation and continuous improvement initiatives.

Highest-signal resume keywords

Service Request ManagementITIL Service Request ManagementProcess GovernanceStakeholder ManagementPerformance Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service Catalog ManagementRequest Fulfillment ProcessesWorkflow OptimizationReportingKPI MonitoringProcess ImprovementAutomation InitiativesOperational ProceduresGovernance ControlsAnalytics

Soft Skills

Customer Service OrientationCommunication SkillsCoordination SkillsOrganizational CapabilitiesContinuous Improvement Mindset

Certifications & Qualifications

ITIL Foundation CertificationService Management Certification

Industry Keywords

IT Service ManagementService DeliveryUser ExperienceOperational ExcellenceVendor-Managed Environments

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Own and continuously improve the global Service Request Management process
Ensure efficient and timely fulfillment of service requests according to agreed service levels
Manage and maintain the IT Service Catalogue
Coordinate complex service requests involving multiple teams and service providers
Monitor service request performance, identify trends, and drive improvements through reporting and analytics
Collaborate with suppliers and internal stakeholders to optimize service delivery and request fulfillment
Drive automation initiatives to improve efficiency, reduce manual effort, and enhance user experience
Establish and maintain governance controls for 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

Requirements

What you’ll need

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
Strong communication and coordination skills
Customer-centric mindset focused on service quality and user experience
Strong process governance and organizational capabilities
Continuous improvement mindset with interest in automation and service optimization

Benefits

Comp & perks

Competitive compensation and benefits
Long-term learning and career development opportunities
Global, multicultural, and collaborative team environment
Opportunity to contribute to digital transformation initiatives
Collaboration with international teams, business stakeholders, and strategic technology partners