Position: IT Service Delivery Manager

Ref. Code: IIS/AC-C/IN-HT/ITSDM-2024

 

We are seeking an experienced and dedicated Service Delivery Manager for our IT Operations team. The ideal candidate will have a strong background in IT service delivery, excellent leadership skills, and a proven track record of managing and improving IT operations. This role requires a strategic thinker with the ability to manage complex projects, lead cross-functional teams, and ensure the highest level of service delivery to our clients.

Key Responsibilities:

  • Service Delivery Management:
    • Oversee the delivery of IT services to ensure they meet business requirements and performance targets.
    • Develop and implement service delivery policies, standards, and procedures.
    • Ensure compliance with service-level agreements (SLAs) and key performance indicators (KPIs).
  • Operations Management:
    • Manage day-to-day IT operations, ensuring optimal performance and reliability of IT systems and infrastructure.
    • Coordinate with various IT teams to ensure seamless service delivery and issue resolution.
    • Monitor and report on IT operational performance, identifying areas for improvement and implementing solutions.
  • Team Leadership:
    • Lead, mentor, and develop a team of IT professionals, fostering a culture of continuous improvement and excellence.
    • Conduct regular performance reviews and provide feedback and coaching to team members.
    • Facilitate collaboration and communication between IT operations teams and other departments.
  • Project Management:
    • Plan, execute, and oversee IT projects, ensuring they are completed on time, within budget, and to the required quality standards.
    • Manage project risks, issues, and changes, ensuring effective mitigation and resolution strategies.
    • Liaise with stakeholders to define project requirements and deliverables.
  • Customer Relationship Management:
    • Act as the primary point of contact for clients regarding IT service delivery.
    • Build and maintain strong relationships with clients, understanding their needs and ensuring their satisfaction with IT services.
    • Address and resolve any service-related issues or escalations promptly.
  • Identify new business opportunities and support Sales team.
  • Continuous Improvement:
    • Identify opportunities to enhance service delivery processes and implement best practices.
    • Stay updated with the latest trends and technologies in IT service management.
    • Drive initiatives to improve operational efficiency and service quality.

 

Qualifications:

  • Education: Bachelor’s degree in Information Technology, Computer Science, or a related field. Master’s degree preferred.
  • Experience: 8+ years of experience in IT service delivery or IT operations, with at least 2-3 years in a leadership role.
  • Certifications: ITIL, PMP, or other relevant certifications are highly desirable.

Skills and Competencies:

  • Strong understanding of IT service management frameworks (e.g., ITIL) and best practices.
  • Proven experience in managing IT operations and service delivery in a complex environment.
  • Excellent leadership and team management skills.
  • Strong project management skills, with the ability to manage multiple projects simultaneously.
  • Exceptional customer service and relationship management skills.
  • Excellent problem-solving and decision-making abilities.
  • Strong communication and interpersonal skills, with the ability to interact effectively with clients, stakeholders, and team members.
  • Ability to work under pressure and manage conflicting priorities.

Location: Bangalore

Email : careers@intuitorit.com

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