IT Delivery Operations Manager - Agile Methodologies (10-15 yrs)

Role : IT Delivery Operations Manager

Years of Experience : 10+ years

Job Location : Chennai

Mode Of Work : Work from office

Job Summary :

The IT Delivery Operations Manager is responsible for leading and managing the successful delivery of IT services and projects, ensuring alignment with business objectives, and enhancing operational efficiency. The role involves overseeing IT project teams, managing the delivery lifecycle, coordinating with stakeholders, and continuously improving service delivery processes.

Key Responsibilities:

1. Project & Program Delivery :

- Manage the end-to-end delivery of IT services, ensuring that all IT projects are delivered on time, within budget, and meet business and technical requirements.

- Lead project planning, execution, and monitoring of milestones and deliverables.

- Ensure consistent and timely communication with stakeholders regarding project status, risks, and issue resolution.

- Facilitate cross-functional collaboration to drive the delivery of key initiatives.

2. Service Delivery Management :

- Oversee the ongoing operations and performance of IT services to ensure availability, reliability, and performance standards are met.

- Develop and implement IT service management practices in alignment with ITIL standards.

- Monitor service level agreements (SLAs) and key performance indicators (KPIs), identifying and addressing areas for improvement.

- Collaborate with internal and external stakeholders to ensure successful service delivery and client satisfaction.

3. Team Leadership & Resource Management :

- Lead and mentor IT delivery teams, fostering a culture of continuous improvement and high performance.

- Manage resource allocation to optimize project delivery efficiency.

- Oversee the hiring, development, and performance management of IT staff involved in delivery operations.

- Foster an environment of collaboration, innovation, and communication within the delivery teams.

4. Risk Management & Problem Resolution :

- Proactively identify potential risks and implement mitigation strategies to ensure project and service continuity.

- Coordinate incident and problem management processes to quickly resolve issues and minimize service disruptions.

- Ensure that post-incident reviews are conducted, and lessons learned are applied to future delivery processes.

5. Budget & Cost Management :

- Manage the financial aspects of IT projects, including budgeting, forecasting, and cost control.

- Ensure that delivery processes optimize resource usage and minimize waste.

- Track and report on budget variances, cost savings initiatives, and financial performance of delivery operations.

6. Stakeholder Management & Communication :

- Build and maintain strong relationships with key business stakeholders, ensuring alignment between IT services and business goals.

- Act as the primary point of contact for escalations related to IT service delivery.

- Present project and service performance updates to senior management and other stakeholders.

7. Process Improvement & Innovation :

- Continuously review and improve IT delivery processes, adopting best practices and emerging technologies to drive operational efficiency.

- Implement process automation where possible to streamline workflows and reduce manual efforts.

- Promote a culture of innovation by encouraging teams to explore new tools, techniques, and methodologies in delivery.

8. Vendor & Contract Management :

- Oversee relationships with third-party service providers and vendors, ensuring compliance with contract terms and performance expectations.

- Manage vendor performance reviews and negotiate service agreements when needed.

- Ensure smooth integration of third-party services with internal IT operations.

Skills & Qualifications :

- Education : Bachelor's degree in Information Technology, Computer Science, or related field. A master's degree or MBA is a plus.

- Experience : 8-10 years of experience in IT service delivery, with at least 5 years in a leadership role managing IT operations or project delivery.

Technical Skills :

- Strong understanding of IT infrastructure, software development, and system integration processes.

- Experience with ITIL, Agile, and Scrum methodologies.

- Familiarity with cloud technologies, DevOps, and CI/CD practices.

Management Skills : Proven leadership skills in managing cross-functional teams and large-scale IT projects.

- Problem Solving : Strong problem-solving skills with the ability to troubleshoot complex technical and operational issues.

- Communication : Excellent verbal and written communication skills, with the ability to present complex information clearly to technical and non-technical stakeholders.

- Budget Management : Experience in managing budgets, financial planning, and cost controls for IT services and projects.

- Vendor Management : Experience working with external service providers and managing vendor relationships.

Additional Certifications (Preferred) :

- ITIL v4 Foundation Certification

- PMP (Project Management Professional)

- Certified ScrumMaster (CSM) or equivalent Agile certifications

- Six Sigma or Lean certifications

Key Performance Indicators (KPIs) :

- On-time and on-budget delivery of projects

- Service level agreement (SLA) compliance

- Customer satisfaction and feedback

- Reduction in service incidents and downtime

- Improvement in operational efficiencies