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IT Service Delivery Manager
5-10 years
Kolkata, Mumbai, New Delhi + 4 more
1 vacancy
IT Service Delivery Manager
Concentrix Corporation
posted 12hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Service Delivery Management: Oversee the end-to-end delivery of IT services, ensuring they meet business and client expectations. Manage service delivery processes, aligning them with ITSM best practices to ensure efficiency and effectiveness. Serve as the primary point of contact for clients and internal teams, ensuring services are delivered within agreed SLAs.
- IT Service Management (ITSM): Implement and manage ITSM processes, including incident, problem, change, and request management. Ensure continuous improvement of ITSM processes to enhance service quality and user satisfaction. Conduct regular reviews of service performance, identifying areas for improvement and implementing corrective actions.
- Cloud Services Management (Azure): Manage and optimize cloud services, particularly Microsoft Azure, ensuring they are effectively integrated into the overall IT service framework. Lead cloud-related projects, including deployments, migrations, and performance optimization. Monitor and manage the availability, performance, and scalability of cloud services, ensuring they meet business requirements.
- Ticket Management & SLA Adherence: Oversee the ticketing process, ensuring that all user tickets are addressed promptly and in line with SLAs. Monitor ticket queues, prioritize incidents, and ensure timely resolution to meet or exceed SLA targets. Analyze ticket trends and root causes, implementing proactive measures to reduce recurring issues.
- Application Monitoring: Implement and manage application monitoring tools and processes to ensure the continuous availability and optimal performance of critical business applications. Monitor application performance metrics, identify potential issues, and take proactive measures to prevent downtime. Collaborate with development and infrastructure teams to resolve application-related incidents and performance issues.
- Team Leadership & Management: Lead a team of IT professionals, providing guidance, mentoring, and performance management. Foster a culture of collaboration, accountability, and continuous improvement within the team. Ensure that the team has the necessary skills and resources to meet service delivery and application monitoring demands.
- Stakeholder Management: Build and maintain strong relationships with key stakeholders, including clients, vendors, and internal teams. Communicate effectively with stakeholders to manage expectations and ensure alignment on service delivery objectives. Handle escalations and ensure that issues are resolved in a timely and satisfactory manner.
- Reporting & Documentation: Develop and present regular reports on service delivery performance, including SLA compliance, ticket resolution metrics, cloud service performance, and application monitoring results. Maintain accurate and up-to-date documentation for ITSM processes, cloud services, ticketing systems, and application monitoring tools. Ensure that documentation is easily accessible and used effectively by the team. Education & Qualifications
- Bachelors degree in Computer Science, Information Technology, or a related field. A
- or Masters degree
- Minimum of 5+ years of experience in IT Service Delivery with a strong focus on ITSM.
- Proven experience in managing cloud services, particularly Azure.
- Experience in handling user tickets and ensuring SLA compliance.
- Experience in application monitoring and performance management.
- ITIL v3/v4 certification is required.
- Microsoft Azure certifications (e.g., Azure Administrator, Azure Solutions Architect) are desirable.
- Project Management Professional (PMP) or equivalent certification if any.
Skills:
- Strong knowledge of ITSM frameworks and best practices.
- Expertise in managing Azure cloud services and related technologies.
- Proficiency in application monitoring tools and processes.
- Excellent leadership, communication, and interpersonal skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong problem-solving skills and the ability to make sound decisions under pressure.
- Proficiency in ticketing systems and application monitoring tools
Employment Type: Full Time, Permanent
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People are getting interviews at Concentrix Corporation through
People are getting interviews through
(based on 1.2k Concentrix Corporation interviews)
Job Portal
Walkin
Referral
Recruitment Consultant
Company Website
Campus Placement
23%
18%
17%
8%
7%
1%
26% candidates got the interview through other sources.
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Confidence
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High Confidence means the data is based on a large number of responses received from the candidates.
What people at Concentrix Corporation are saying
Rating based on 2 Service Delivery Manager
reviews
Anonymous · Voice / Blended
in Mumbai
Likes
Good working environment. An online portal where tons of learning courses are offered for free. Mentorship and guidance is provided.
Dislikes
Salary, promotion, annual appraisal %
Read 2 reviewsService Delivery Manager salary at Concentrix Corporation
reported by
29
employees
with 8-22
years exp.
₹9.1
L/yr - ₹19.8
L/yr
16%
less
than the average Service Delivery Manager Salary in India
View more details
What Concentrix Corporation employees are saying about work life
based on 25.2k employees
Flexible timing
Rotational Shift
No travel
Day Shift
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