IT Service Delivery Manager

4 days ago

New Delhi, India HGS Full time

Responsibilities: Manage IT Services:Oversee the delivery of IT services to ensure they meet client expectations and contractual requirements. Develop Standards:Create and enforce service delivery standards and processes. Incident Management:Manage incidents to minimise downtime by supervising the remediation of IT Service problems. Performance Monitoring:Monitor and evaluate the performance indicators of IT Services. Track and report on the performance of IT services, addressing any deviations from standards. Client Interaction:Work closely with clients to understand and meet their needs. Compliance:Ensure all IT services comply with relevant laws, regulations, and company policies. Budget Management:Plan and manage budgets for IT services. Vendor Management:Maintain relationships with vendors and suppliers, negotiating contracts as needed. Collaboration:Coordinate with other IT managers and staff to ensure seamless service delivery. Continuous Improvement:Identify and implement opportunities for improving IT service deliveryKey Skills: Communication:Clear and effective communication with clients, team members, and stakeholders. Leadership:Ability to lead and motivate a team, manage conflicts, and drive performance. Problem-Solving:Strong analytical skills to identify issues and develop effective solutions. Project Management:Expertise in planning, executing, and overseeing projects to ensure timely delivery. Customer Service:Focus on understanding and meeting client needs, ensuring high levels of satisfaction. Technical Knowledge:Understanding of IT infrastructure, systems, and emerging technologies. Time Management:Efficiently managing time and prioritizing tasks to meet deadlines. Adaptability:Ability to adapt to changing environments and handle unexpected challenges. Attention to Detail:Ensuring accuracy and thoroughness in all aspects of service delivery.Compliance : Develop and maintain documentation related to IT compliance, including policies, procedures, risk assessments, and incident response plans. Ensure that documentation is up-to-date and readily accessible to relevant stakeholders, including auditors and regulatory agencies. Coordinate with legal and compliance teams to interpret and apply regulatory requirements to IT practices and procedures.Qualifications: Education:Typically requires a Bachelor's degree in Computer Science, Information Technology, or a related field. Certifications:Preferred certifications include ITIL, PMP, or similar. Experience in BPO industry is required Experience:Proven experience in IT service management, with strong project management skills. Skills:Excellent communication, problem-solving, and leadership skills. Knowledge of IT infrastructure and emerging technology trends

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