IT Service Delivery Manager

2 days ago

Bengaluru, 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 delivery Key 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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