Service Request Manager

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…