Senior Service Manager at Nielsen

Gurugram, Haryana, India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Market Research, Data AnalyticsIndustries

Requirements

Bachelor’s degree in business administration, Operations, Engineering, or related field (Master’s preferred)
Fluent in English (spoken and written)
8–10 years of experience in service delivery, operations, or client management
3–5 years in a people management role, preferably leading cross-functional or multi-country teams
Proven experience in managing large-scale service operations and driving continuous improvement
Strong analytical and problem-solving skills with the ability to interpret complex data
Ability to train and explain technical concepts to diverse stakeholders
Excellent organizational and presentation skills
Knowledge of process improvement methodologies (e.g., Lean, Six Sigma)
Project management skills, including scoping, planning, and stakeholder management
Exposure to tools like Power BI and Generative AI is a plus
Leadership & People Management: Ability to lead, coach, and develop high-performing teams
Client Relationship Management: Strong stakeholder engagement and conflict resolution skills
Operational Excellence: Expertise in process optimization, SLA/KPI management, and root cause analysis
Strategic Thinking: Ability to align service delivery with business goals and drive transformation initiatives
Analytical & Decision-Making: Data-driven approach to problem-solving and decision-making
Communication: Excellent verbal and written communication skills; ability to influence at all levels
Digital Fluency: Familiarity with service management tools (e.g., ServiceNow, SAP), reporting platforms, and automation technologies
Behavioural Attributes: High accountability and ownership mindset, resilience and adaptability

Responsibilities

Lead and manage a large team to ensure timely and high-quality delivery of the production cycle
Drive productivity and automation targets, ensuring timely achievement and reporting
Resolve technical challenges and ensure the team understands and adopts new tool enhancements
Communicate effectively with stakeholders in case of errors, ensuring transparency and accountability
Own the Root Cause Analysis (RCA) process and guide the team in delivering thorough issue analysis
Maintain clear and consistent communication with onshore and regional stakeholders; manage client queries with precision and professionalism
Define, document, and monitor process execution; implement mechanisms to keep documentation current and track exceptions
Identify opportunities for automation and process improvement through detailed understanding of execution workflows
Ensure high-quality data setup across markets and proactively address client concerns through cross-functional collaboration
Drive standardization and process efficiency in method-related processes and applications
Collaborate with Statistical Operations, Panel Data, and Market Data teams to enhance data quality and operational effectiveness
Provide technical and process expertise for deploying new initiatives; support remote teams in effective project implementation
Prepare and maintain accurate KPIs to monitor and improve quality performance (e.g., on-time delivery, data accuracy)
Operate effectively in a virtual, multicultural environment, liaising with global stakeholders
Coach and mentor new managers, fostering leadership development and ensuring alignment with organizational goals

Skills

Team Leadership

Operations Management

Root Cause Analysis

Process Improvement

Automation

Stakeholder Communication

Data Quality

KPI Monitoring

Project Implementation

Cross-functional Collaboration

Nielsen

Global measurement and data analytics provider

About Nielsen

Nielsen provides measurement and data analytics services to help businesses understand consumers and markets globally. The company operates through two main divisions: Nielsen Global Media, which offers reliable metrics for the media and advertising industries, and Nielsen Global Connect, which supplies consumer packaged goods manufacturers and retailers with actionable insights about the marketplace. Nielsen combines its proprietary data with other sources to give clients a comprehensive view of current trends and future opportunities. With a presence in over 100 countries, Nielsen aims to support companies in making informed decisions to drive innovation and growth.

Town of Clarkstown, New YorkHeadquarters

1963Year Founded

$45.1MTotal Funding

ACQUISITIONCompany Stage

Data & Analytics, ConsultingIndustries

10,001+Employees

Benefits

Health Insurance

401(k) Retirement Plan

401(k) Company Match

Unlimited Paid Time Off

Risks

Competition from digital-native analytics firms threatens Nielsen's market share.

Privacy regulations may impact Nielsen's data collection capabilities.

Private equity acquisition could lead to strategic shifts misaligned with client needs.

Differentiation

Nielsen offers comprehensive cross-platform measurement solutions, including mobile media markets.

The Diverse Media Equity program elevates diverse-owned media companies' visibility.

Nielsen Impact Score evaluates marketing value of university athletic programs.

Upsides

Acquisition of Telephia enhances Nielsen's mobile media measurement capabilities.

Partnerships with P&G and NMSDC support diverse media representation.

Collaboration with TikTok improves digital audience measurement services.

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