Delivery Manager – IT Services

4 weeks ago

Thiruvananthapuram, India UST Full time

Role Description
We are seeking an experienced
Delivery Manager
to lead end-to-end service delivery for Managed Services engagements. The role requires a strong balance of
technical expertise, delivery governance, and client relationship management
to ensure contractual commitments, SLAs, and service quality are consistently achieved.

Key Responsibilities

  • Oversee day-to-day delivery operations across assigned service towers, ensuring compliance with SLAs and KPIs.
  • Serve as the primary escalation point for service delivery issues, driving timely resolution and continuous improvement.
  • Collaborate with technical leads, solution architects, and support teams to maintain high-quality service delivery.
  • Conduct governance meetings with stakeholders, including weekly service reviews, monthly performance reviews, and quarterly steering committees.
  • Monitor and analyze delivery performance metrics; implement corrective measures where necessary.
  • Manage resource allocation, workload distribution, and capacity planning to ensure efficiency.
  • Maintain comprehensive documentation of operational procedures, escalations, and governance reports.
  • Drive service improvement initiatives in collaboration with both customer and internal teams.

Required Skills & Competencies

  • Proven delivery management experience in IT Managed Services or Infrastructure Outsourcing.
  • Solid technical knowledge in areas such as data center, network, cloud, and end-user computing.
  • Strong client relationship management and stakeholder communication skills.
  • Expertise in handling escalations with a diplomatic and solution-oriented approach.
  • Strong analytical and problem-solving abilities.
  • Proficiency in ITSM tools and a good understanding of ITIL processes.

Qualifications

  • Bachelor's degree in Information Technology, Computer Science, or a related discipline (or equivalent experience).
  • ITIL Foundation certification (preferred).
  • PMP / PRINCE2 certification (advantageous).

Experience

  • 12–15 years of overall experience in IT Service Delivery.
  • Minimum 7 years in a delivery management role, with proven experience in both operational management and governance-level service delivery.

Skills
Delivery Management,It Service Delivery,Information Security,Project Management

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