IT Service Delivery Manager - AM role

Description

• Develop and execute strategies, policies, and procedures aligned with industry best practices (e.g., ITIL framework) to optimize IT service delivery, support business objectives, and drive operational efficiency.
• Lead and manage a team of professionals, including Ops Managers, leading tool configuration, ensuring alignment with organizational goals and priorities.
• Establish and monitor key performance indicators (KPIs), metrics, and benchmarks to assess ITSM performance, identify areas for improvement, and drive continuous service improvement initiatives.
• Collaborate with IT leadership, stakeholders, and business units to understand service requirements, prioritize initiatives, and align ITSM activities with business objectives.
• Drive the adoption and compliance of processes across the organization, ensuring adherence to service level agreements (SLAs), operational standards, and regulatory requirements.
• Lead the implementation and optimization of ITSM tool (e.g., ServiceNow) to automate workflows, streamline processes, and enhance the end-user experience.
• Provide strategic guidance and recommendations to senior management on ITSM trends, technologies, and industry standards to drive innovation, cost-effective solutions, and competitive advantage.
• Manage vendor relationships, contracts, and service level agreements (SLAs) for third-party service providers supporting ITSM operations.
• Develop and manage the resource allocation, and staffing plans to support current and future operational needs.
• Prepare and present regular reports, analyses, and recommendations to senior management and stakeholders on ITSM performance, projects, and initiatives.
• Lead the best sharing practices within the Managed Services.
• Focus on constant training and development of the operations teams. Responsible for contribution in the development of Governance Services IP.

• Education: Bachelor s degree in Computer Science, Information Technology, Business Management, or a related field (Master s degree preferred).

• Experience : 12 years to 16 years in IT Service Management, with at least 3-5 years in a senior managerial role.

• Certifications : ITIL Foundation (Expert/Intermediate); higher-level ITIL certifications, PMP or Six Sigma certifications are a plus.

• Proven experience (12+ years) in IT Service Delivery Management or related roles, with demonstrated leadership experience in defining and implementing ITSM strategies and managing ITSM teams in complex organizational environments.
• Strong technical expertise in ITSM frameworks (e.g., ITIL, COBIT)
• Experience with ITSM tools and technologies, including implementation, optimization, and integration with other IT systems and platforms.
• Excellent leadership, interpersonal, and communication skills, with the ability to influence and collaborate effectively at all organizational levels.
• Strong analytical and problem-solving abilities, with a strategic mindset and a focus on driving continuous improvement and operational excellence.
• ITIL Expert certification or higher-level ITIL certifications preferred.
• Proven track record of successfully leading ITSM programs, initiatives, and projects.
• Excellent inter-personal skills with an ability to work in a culturally diverse environment and teams
• Well conversant with MS Office (Outlook, Word, PowerPoint, Excel) and usage of the Internet
• Time management - Ability to meet deadlines and work under pressure.
• Self-motivated and able to work independently with limited supervision
• Flexible on timings and willingness to work in an unstructured environment
• Familiarity with the tools, concepts, and methodologies of quality management.