Delivery Manager
1 week ago
Job Title: Service Delivery Manager
Location: Hyderabad
Experience: 10 years
Work Setting : Work from Office
Work Timings: UK Shift
Job Summary:
We are seeking an experienced Service Delivery Manager to oversee the successful delivery of IT services to our clients. The role involves ensuring service excellence, maintaining client satisfaction, managing SLAs, and leading service operations. The ideal candidate will have strong leadership, communication, and problem-solving skills to drive continuous improvement in service quality.
Key Responsibilities:
- Manage the end-to-end service delivery process, ensuring adherence to SLAs, KPIs, Compliance, quality standards and customer expectations.
- Oversee end-to-end IT service delivery for multiple projects, ensuring timely and quality execution
- Act as the primary point of contact for clients regarding service performance, escalations, and operational improvements.
- Collaborate with internal teams and stakeholders to define project scope, goals, and deliverables.
- Lead and mentor a team of service engineers, analysts, and support staff to ensure efficient service operations and foster culture of collaboration and continuous improvement.
- Monitor incident, problem, and change management processes to minimize service disruptions.
- Collaborate with internal teams to optimize resource allocation, streamline workflows, and enhance service efficiency.
- Develop and implement best practices, processes, and methodologies to optimize service delivery.
- Drive compliance with ITIL best practices, security standards, and organizational policies.
- Conduct regular service reviews and client meetings to track performance, address concerns, and strengthen relationships.
- Identify opportunities for service enhancements, cost optimization, and automation to improve overall efficiency.
- Identify risks, create mitigation plans, and ensure proactive problem-solving.
- Monitor project budgets, resource allocation, and profitability.
- Drive automation and process efficiency within the IT service delivery framework.
- Develop and maintain service documentation, reports, and dashboards for transparency and continuous improvement.
- Work closely with pre-sales, sales, and technical teams to ensure alignment of service offerings with client needs.
Required Skills & Qualifications:
- Bachelors / Masters degree in IT, Computer Science, Business, or a related field.
- Strong knowledge of ITIL framework and best practices (ITIL certification preferred).
- Proven experience in managing large-scale IT services and support operations.
- Excellent client relationship management and communication skills.
- Ability to lead teams, resolve conflicts, and drive continuous service improvements.
- Proficiency in ITSM tools (e.g., ServiceNow, Jira, BMC Remedy) and reporting dashboards.
- Strong analytical and problem-solving abilities with a focus on service excellence.
Preferred Qualifications:
- Experience in cloud services, DevOps, cybersecurity, or AI-driven IT operations.
- PMP or PRINCE2 certification is a plus.
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