IT Service Delivery Manager - Incident Management (1-2 yrs)

Job Description :

The Service Delivery Manager (IT Services) is responsible for overseeing the delivery of IT infrastructure, network, cloud, data center, and end-user computing (EUC) projects.

This role ensures that all IT services are delivered effectively, meeting or exceeding customer expectations while adhering to defined SLAs, budgets, and timelines.

The ideal candidate will have a strong technical background, extensive project management experience, and the ability to lead cross-functional teams in a dynamic environment.

Job Location : Chennai , Pune, Bangalore.

Key Responsibilities :

Project Management :

- Lead the planning, execution, and delivery of IT infrastructure projects, including network, cloud, data center, and EUC.

- Define project scope, objectives, and deliverables in collaboration with stakeholders.

- Monitor project progress, resolve issues, and ensure timely delivery within budget.

Service Delivery Oversight :

- Manage end-to-end service delivery for multiple concurrent projects, ensuring alignment with customer requirements.

- Maintain high levels of customer satisfaction by meeting SLA and KPI commitments.

- Develop and implement service improvement plans as needed.

Team Leadership :

- Lead and mentor cross-functional teams, including engineers, support staff, and third-party vendors.

- Foster a culture of accountability, continuous improvement, and teamwork.

Customer Relationship Management :

- Act as the primary point of contact for customers during project delivery.

- Build strong relationships with stakeholders, ensuring clear communication and expectations management.

- Address escalations and implement corrective actions to resolve service issues.

Operational Excellence :

- Ensure compliance with ITIL best practices for service management, including incident, problem, and change management.

- Conduct regular reviews of service delivery processes and recommend optimizations.

- Oversee resource allocation, capacity planning, and risk management.

Reporting and Documentation :

- Provide regular status updates, dashboards, and reports to internal and external stakeholders.

- Document lessons learned and create knowledge-sharing resources for future projects.

- Maintain accurate project documentation, including contracts, SLA agreements, and technical designs.

Vendor and Partner Management :

- Collaborate with OEMs, GSIs, and service delivery partners to ensure seamless project execution.

- Negotiate contracts and manage vendor performance to meet project goals.

Key Skills and Competencies :

Technical Expertise :

- In-depth knowledge of IT infrastructure, including networking, cloud platforms (AWS, Azure, Google Cloud), data center management, and EUC solutions.

- Familiarity with technologies like virtualization, SD-WAN, firewalls, and ITIL service management frameworks.

Leadership and Management :

- Proven ability to manage large teams and deliver complex projects.

- Strong decision-making, problem-solving, and conflict resolution skills.

Communication and Collaboration :

- Excellent verbal and written communication skills.

- Ability to engage and influence stakeholders at all levels.

Analytical and Organizational Skills :

- Strong ability to analyze data, identify trends, and implement improvements.

- Highly organized with excellent time-management skills.