Information Technology Service Delivery Manager

19 hours ago

Bengaluru, India Neurones IT Asia Full time

We are seeking a highly skilled and motivated SDM- IT to join our dynamic team.


Service Delivery Management:

  • Manage the end-to-end delivery of IT services, ensuring they meet defined service level agreements (SLAs) and key performance indicators (KPIs).
  • Act as the primary point of contact for stakeholders regarding IT service delivery issues and performance.
  • Drive continuous improvement initiatives to enhance service quality, reliability, and efficiency.

Team Leadership and Coordination:

  • Lead and mentor the IT service delivery team, including support engineers and coordinators.
  • Coordinate cross-functional teams to ensure seamless delivery of IT services.
  • Foster a collaborative and customer-focused team environment.

Incident and Problem Management:

  • Oversee the resolution of incidents, ensuring timely communication and effective problem-solving.
  • Identify root causes of recurring issues and implement corrective actions.
  • Monitor and report on incident trends and service disruptions.

Client and Stakeholder Engagement:

  • Build and maintain strong relationships with internal and external stakeholders.
  • Regularly review service performance with clients and address any concerns or feedback.
  • Ensure clear communication of service-related updates, risks, and initiatives.

Operational Excellence:

  • Monitor and manage the IT service delivery budget, optimizing resource allocation and cost efficiency.
  • Develop, implement, and maintain service delivery policies, procedures, and documentation.
  • Ensure compliance with IT governance and regulatory requirements.

Strategic Initiatives:

  • Collaborate with IT leadership to align service delivery with business goals and objectives.
  • Identify opportunities for process automation and the adoption of emerging technologies.
  • Lead projects to enhance IT service offerings and capabilities.


Experience:

  • 8+ years of experience in IT service management or delivery roles, with at least 3 years in a leadership position.
  • Proven experience in managing IT operations, service desks, or infrastructure services.

Skills:

  • Strong knowledge of ITIL frameworks and processes (certification preferred).
  • Excellent problem-solving and decision-making abilities.
  • Strong interpersonal and communication skills, with the ability to interact with stakeholders at all levels.
  • Proficiency in service management tools (e.g., ServiceNow, BMC Remedy).
  • Familiarity with cloud platforms, virtualization, and IT security best practices.

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