IT Service Delivery Specialist

Job Title: IT Service ManagementThe role of an IT Service Manager is to oversee the delivery of IT services across an organization, ensuring they are efficient and effective. This involves developing and implementing strategies, frameworks, and processes to optimize service delivery, support business objectives, and drive operational excellence.Key Responsibilities:Develop and execute strategies aligned with industry best practices (e.g., ITIL framework) to optimize IT service delivery and support business objectives.Lead and manage a team of professionals, including Ops Managers, to ensure alignment with organizational goals and priorities.Establish and monitor key performance indicators (KPIs), metrics, and benchmarks to assess ITSM performance and identify areas for improvement.Collaborate with IT leadership, stakeholders, and business units to understand service requirements, prioritize initiatives, and align ITSM activities with business objectives.Drive the adoption and compliance of processes across the organization, ensuring adherence to service level agreements (SLAs), operational standards, and regulatory requirements.Implement and optimize ITSM tools to automate workflows, streamline processes, and enhance the end-user experience.Provide strategic guidance and recommendations to senior management on ITSM trends, technologies, and industry standards to drive innovation and cost-effective solutions.Manage vendor relationships, contracts, and service level agreements (SLAs) for third-party service providers supporting ITSM operations.Develop and manage resource allocation and staffing plans to support current and future operational needs.Prepare and present regular reports, analyses, and recommendations to senior management and stakeholders on ITSM performance, projects, and initiatives.Share best practices within the Managed Services.Focus on continuous training and development of the operations teams.Contribute to the development of Governance Services IP.Requirements:Bachelor's degree in information technology, Computer Science, Business Administration, or related field; Master's degree preferred.Proven experience in IT service management or related roles, with demonstrated leadership experience in defining and implementing ITSM strategies and managing ITSM teams in complex organizational environments.Strong technical expertise in ITSM frameworks (e.g., ITIL, COBIT).Experience with ITSM tools and technologies, including implementation, optimization, and integration with other IT systems and platforms.Excellent leadership, interpersonal, and communication skills, with the ability to influence and collaborate effectively at all organizational levels.Strong analytical and problem-solving abilities, with a strategic mindset and a focus on driving continuous improvement and operational excellence.ITIL Expert certification or higher-level ITIL certifications preferred.Proven track record of successfully leading ITSM programs, initiatives, and projects.Excellent inter-personal skills with an ability to work in a culturally diverse environment and teams.Well conversant with MS Office (Outlook, Word, PowerPoint, Excel) and usage of the Internet.Time management – Ability to meet deadlines and work under pressure.Self-motivated and able to work independently with limited supervision.Flexible on timings and willingness to work in an unstructured environment.Familiarity with quality management tools, concepts, and methodologies.Why Choose Us?We celebrate diversity and inclusivity in our workplace, offering a welcoming environment for employees from various backgrounds. Our company values commitment to equality, fostering collaboration and creativity among team members to achieve common goals.