IT Service Delivery Manager

2 weeks ago

Chennai, India TECEZE Full time

Position Title: IT Service Delivery Manager

Company: teceze.com

Department: IT Services and Solutions

Reports To: Operations Director

Overview:

The IT Service Delivery Manager at Teceze is responsible for ensuring the successful planning, delivery, and management of IT projects and services, particularly in the domains of Network Transformation, EUC Refresh, Datacenter, and Cloud Migration . The role involves leading service teams, ensuring client satisfaction, managing SLAs, and continuously improving service delivery processes.


Key Responsibilities:


1. Service Delivery Management
  • Oversee end-to-end delivery of IT services across Network Transformation, EUC Refresh, Datacenter, and Cloud Migration projects.
  • Ensure the achievement of SLAs, KPIs, and other performance metrics for all service delivery.
  • Act as the primary point of contact for clients regarding service delivery, resolving escalations promptly.
  • Develop and maintain strong client relationships, ensuring client satisfaction and trust.
2. Project Management
  • Manage multiple projects simultaneously, ensuring they are delivered on time, within scope, and within budget.
  • Define project goals, scope, deliverables, and timelines in collaboration with clients and internal teams.
  • Develop detailed project plans and manage resources to ensure successful project execution.
  • Conduct risk assessments and implement mitigation strategies for potential project risks.
3. Team Leadership
  • Lead and manage cross-functional teams, including network engineers, EUC specialists, cloud architects, and datacenter experts.
  • Provide guidance, mentorship, and training to team members to enhance their technical and professional skills.
  • Allocate resources effectively to ensure project and service delivery goals are met.
4. Financial Management
  • Manage budgets for projects and services, ensuring cost-efficiency without compromising quality.
  • Collaborate with procurement and vendor management teams to optimize costs related to hardware, software, and services.
5. Continuous Improvement
  • Drive continuous service improvement initiatives by analyzing performance metrics and feedback.
  • Implement best practices and innovative technologies to enhance service delivery processes.
  • Collaborate with the quality assurance team to ensure compliance with company standards and policies.
6. Reporting and Documentation
  • Prepare and present regular status updates, performance reports, and service delivery metrics to stakeholders and senior management.
  • Maintain comprehensive project documentation, including service agreements, project plans, and incident reports.
7. Vendor and Partner Management
  • Manage relationships with OEM partners (Cisco, Microsoft, Palo Alto, Dell, etc.) to ensure alignment with project requirements and deliverables.
  • Collaborate with third-party vendors and subcontractors, ensuring service quality and adherence to timelines.
Skills and Qualifications:
  • Education: Bachelor's degree in IT, Computer Science, or a related field; Master's degree preferred.
  • Experience:
  • 8+ years of experience in IT service delivery, with at least 5 years in a managerial role.
  • Proven experience in managing Network Transformation, EUC Refresh, Datacenter, and Cloud Migration projects.
  • Technical Knowledge:
  • Strong understanding of network infrastructure, EUC devices, cloud platforms (AWS, Azure), and datacenter technologies.
  • Familiarity with ITIL frameworks and service management tools.
  • Skills:
  • Exceptional leadership and team management skills.
  • Strong problem-solving and decision-making abilities.
  • Excellent communication, presentation, and interpersonal skills.
  • Proficiency in project management tools like MS Project, Jira, or Trello.
Performance Metrics:
  • SLA and KPI adherence (e.g., uptime, resolution time).
  • Client satisfaction scores (CSAT, NPS).
  • Project delivery timelines and budget adherence.
  • Team performance and productivity.
  • Service quality and continuous improvement outcomes.


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