Service Delivery Manager

5 days ago

Mumbai, India Spectral Consultants Full time

Description : Service Delivery Manager - ITIL & OperationsLocation : MumbaiWork Mode : Onsite | 6 Days WorkingExperience : 8 to 10 YearsAbout the Role :We are seeking a highly experienced and operationally focused Service Delivery Manager with 810 years of IT service management expertise to lead our team in a challenging Onsite, 6 Days Working environment in Mumbai. This critical role involves managing the end-to-end delivery of IT services, ensuring stringent adherence to SLAs and KPIs, driving continuous service improvement, and leading both technical operations and people management within the service team.Key Responsibilities :- Service Level Management : Take full ownership of service delivery, ensuring robust compliance with all defined SLAs (Service Level Agreements) and KPIs (Key Performance Indicators).- Performance and Reporting : Define and maintain all necessary Service Level Requirements (SLR), generating comprehensive performance reports, and managing underpinning agreements (OLAs/UCs).- Service Improvement : Monitor and analyze service performance metrics and customer satisfaction feedback, implementing proactive measures and driving initiatives for continual service improvement (CSI).- Incident and Problem Management : Oversee and manage the complete lifecycle of incident, problem, and escalation management, ensuring rapid restoration of service and the thorough preparation of RCA (Root Cause Analysis) documentation to prevent recurrence.- People and Performance Management : Conduct all aspects of people management, including creation of the team roster, performance reviews, attendance tracking, and fostering a high-performance culture.- Vendor and Dependency Coordination : Act as the primary point of contact for external vendors and internal IT teams, coordinating effectively to resolve out-of-scope issues, technical dependencies, and critical service roadblocks.- Knowledge Transfer : Organize and conduct structured training and knowledge transfer sessions to significantly enhance overall team capability and maintain high operational efficiency.Requirements :- Experience : 810 years of progressive experience in IT service delivery and operations management.- Education : B.Tech/BE or equivalent required (Masters in IT preferred).- ITSM Framework : Strong, practical understanding and application of the ITIL framework (Service Operation and CSI components); PMP, Six Sigma (GB/BB), or ITIL certification is preferred.- Skills : Demonstrated excellent communication, analytical, and stakeholder management skills.- Tools and Environment : Proficient in MS Office suite (Excel for reporting, PowerPoint for presentations) and adept at multitasking effectively in a fast-paced environment.- Work Flexibility : Proven ability and flexibility to work in rotational shifts to support 24/7 service operations as required. (ref:hirist.tech)

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