IT Service Delivery Manager (8-10 yrs)

We are seeking a highly skilled and motivated SDMIT to join our dynamic team.

Service Delivery Management :

- Manage the end-to-end delivery of IT services, ensuring they meet defined service level agreements (SLAs) and key performance indicators (KPIs).

- Act as the primary point of contact for stakeholders regarding IT service delivery issues and performance.

- Drive continuous improvement initiatives to enhance service quality, reliability, and efficiency.

Team Leadership and Coordination :

- Lead and mentor the IT service delivery team, including support engineers and coordinators.

- Coordinate cross-functional teams to ensure seamless delivery of IT services.

- Foster a collaborative and customer-focused team environment.

Incident and Problem Management :

- Oversee the resolution of incidents, ensuring timely communication and effective problem-solving.

- Identify root causes of recurring issues and implement corrective actions.

- Monitor and report on incident trends and service disruptions.

Client and Stakeholder Engagement :

- Build and maintain strong relationships with internal and external stakeholders.

- Regularly review service performance with clients and address any concerns or feedback.

- Ensure clear communication of service-related updates, risks, and initiatives.

Operational Excellence :

- Monitor and manage the IT service delivery budget, optimizing resource allocation and cost efficiency.

- Develop, implement, and maintain service delivery policies, procedures, and documentation.

- Ensure compliance with IT governance and regulatory requirements.

Strategic Initiatives :

- Collaborate with IT leadership to align service delivery with business goals and objectives.

- Identify opportunities for process automation and the adoption of emerging technologies.

- Lead projects to enhance IT service offerings and capabilities.

Experience :

- 8+ years of experience in IT service management or delivery roles, with at least 3 years in a leadership position.

- Proven experience in managing IT operations, service desks, or infrastructure services.

Skills :

- Strong knowledge of ITIL frameworks and processes (certification preferred).

- Excellent problem-solving and decision-making abilities.

- Strong interpersonal and communication skills, with the ability to interact with stakeholders at all levels.

- Proficiency in service management tools (e.g, ServiceNow, BMC Remedy).

- Familiarity with cloud platforms, virtualization, and IT security best practices.