
Manager - Service Delivery
12 hours ago
- Cloudologic is a prominent cloud consulting and IT service provider based in Singapore with a deep-rooted presence in India.
- Specializing in cloud operations, cyber security, and managed services, our decade-long dedication to high-quality services has earned the trust of clients worldwide.
Role Description:
- This is a full-time hybrid role for a Service Delivery Manager at Cloudologic.
- The Service Delivery Manager will be responsible for overseeing day-to-day operations, ensuring customer satisfaction, managing service delivery, implementing IT service management practices, and providing exceptional customer service.
- The role is primarily located in Gurugram with the flexibility for some remote work.
Key Responsibilities:
- Oversee end-to-end service delivery operations, ensuring adherence to SLAs, OLAs, and contractual obligations.
- Implement and manage IT Service Management (ITSM) frameworks, aligned with ITIL standards.
- Monitor, measure, and report service performance metrics, ensuring continuous improvement in service delivery
- Act as the escalation point for service-related issues, ensuring prompt resolution and customer satisfaction.
- Collaborate with cross-functional teams (Operations, Infrastructure, Application Support, and Security) to deliver seamless services.
- Conduct regular service review meetings with internal stakeholders and clients.
- Manage incident, problem, change, and release management processes in line with ITIL practices.
- Identify service risks, issues, and dependencies, and develop mitigation plans.
- Ensure compliance with company policies, security standards, and regulatory requirements.
- Drive automation and process improvement initiatives to enhance service efficiency.
- Lead and mentor service delivery teams to achieve performance and quality objectives.
Required Skills:
- Degree in Computer Science, Information Technology, or related field.
- 7-10 years of experience in IT service delivery, with at least 3 years in a managerial capacity.
- Strong experience in ITSM tools (e. , ServiceNow, BMC Remedy, Jira Service Management).
- In-depth knowledge and practical application of ITIL processes (ITIL v3/v4 certification preferred).
- Proven ability to manage and improve service operations in large and complex environments.
- Excellent stakeholder management, communication, and negotiation skills.
- Strong analytical and problem-solving abilities.
- Ability to lead teams, drive performance, and manage escalations effectively
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