Information Technology Service Delivery Manager

2 days ago

Nellore, Andhra Pradesh, India Suzlon Group Full time

Location: Pune

Department: IT Infrastructure

Reports To: Head – End User IT

Employment Type: Full-time

Job Location - Hadapsar

Job Purpose:

The Lead – IT Service Delivery is responsible for ensuring the seamless delivery of IT services across the organization. This includes managing service operations, vendor relationships, SLAs, incident/problem/change management, and driving continuous improvement in service quality and efficiency.

Key Responsibilities:

  • Service Management:
  • Oversee daily IT service operations ensuring adherence to SLAs and KPIs.
  • Lead Incident, Problem, Change, and Release Management processes.
  • Act as the primary escalation point for service-related issues.
  • Project & Program Delivery:
  • Manage scope, timelines, and delivery of IT projects using Agile, Waterfall, or Hybrid methodologies.
  • Collaborate with cross-functional teams to ensure successful implementation of IT solutions.
  • Vendor & Stakeholder Management:
  • Manage relationships with external IT service providers and vendors.
  • Conduct regular service reviews and performance evaluations.
  • Understand the business requirement and solution implementation.
  • Technical assessments of end user application and hardware requirement.
  • Process Improvement:
  • Identify and implement opportunities for service optimization and automation.
  • Maintain and improve the IT service catalogue and documentation.
  • Compliance & Governance:
  • Ensure IT services comply with internal policies and external regulations.
  • Support audits and risk assessments related to IT service delivery.
  • Team Leadership:
  • Mentor and guide service delivery team members.
  • Foster a culture of accountability, collaboration, and continuous learning.

Qualifications & Skills:

  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • Certifications: ITIL (mandatory)
  • 8+ years of experience in IT service delivery, with at least 3 years in a lead role.
  • Strong understanding of IT infrastructure, enterprise applications, and service management tools.
  • Excellent communication, stakeholder management, and problem-solving skills.

Preferred Experience:

  • Working knowledge of platforms like Office 365 suite.
  • Experience in managing hybrid environments (cloud and on-premise).

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