IT Infrastructure Service Delivery Manager

3 months ago

Bengaluru, India Intuitive Surgical Full time
Job Description

We seek a highly skilled and motivated IT Infrastructure Service Delivery Manager to join our dynamic team. The successful Service Delivery Manager (SDM) will ensure the efficient and effective delivery of IT infrastructure services. This role involves managing service level agreements (SLAs), coordinating with various teams to resolve issues, and implementing best practices to enhance service quality. The SDM will also monitor performance metrics, drive continuous improvement initiatives, and ensure compliance with organizational policies and standard 

 
1) Service Delivery Management: 

  • Lead and manage the end-to-end delivery of IT infrastructure services, ensuring timely and efficient execution. 

  • Collaborate with cross-functional teams to define service level agreements (SLAs), key performance indicators (KPIs), and operational metrics. 

  • Monitor service delivery performance against established metrics, proactively identifying and addressing issues to maintain high levels of customer satisfaction. 

  • Coordinate with cross-functional teams, including Application Support, IT Engineering, Helpdesk, and Security teams, to resolve operational issues promptly. 

2. Team Leadership: 

  • Build and lead a high-performance service delivery team, providing guidance, coaching, and mentorship. 

  • Foster a culture of collaboration, accountability, and continuous improvement within the team. 

  • Ensure the team is well-trained and equipped to meet current and future service delivery requirements. 

  • Conduct regular team meetings, performance reviews, and professional development activities. 

3. Stakeholder Management: 

  • Establish and maintain strong relationships with key stakeholders, including internal business units, vendors, and external partners. 

  • Act as a liaison between IT and business units to understand and prioritize their requirements, ensuring alignment with IT infrastructure services. 

4. Risk Management: 

  • Identify potential risks to IT service delivery and develop strategies to mitigate and manage these risks. 

  • Implement and maintain effective risk management processes to ensure the resilience and reliability of IT infrastructure services. 

5. Continuous Improvement: 

  • Drive continuous improvement initiatives to enhance the efficiency and effectiveness of IT service delivery processes. 

6. Budget Management: 

  • Ensure cost-effective delivery of services while maintaining high levels of quality and performance. 

#LI-Hybrid

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