IT Service Delivery Expert

IT Service Delivery ExpertWe are seeking a highly skilled and experienced IT service delivery expert to lead our IT Service Management function. This role will be responsible for defining and implementing strategies, frameworks, and processes to ensure efficient and effective delivery of IT services across the organization.The ideal candidate will have a strong background in IT service management, with experience in developing and executing strategies, policies, and procedures aligned with industry best practices. They will also have excellent leadership skills, technical expertise in ITSM frameworks, and the ability to drive transformational change and innovation.Key Responsibilities:Develop and execute strategies, policies, and procedures aligned with industry best practices (e.g., ITIL framework) to optimize IT service delivery, support business objectives, and drive operational efficiency.Lead and manage a team of professionals, including Ops Managers, leading tool configuration, ensuring alignment with organizational goals and priorities.Establish and monitor key performance indicators (KPIs), metrics, and benchmarks to assess ITSM performance, identify areas for improvement, and drive continuous service improvement initiatives.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.Lead the implementation and optimization of ITSM tool (e.g., ServiceNow) 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, cost-effective solutions, and competitive advantage.Manage vendor relationships, contracts, and service level agreements (SLAs) for third-party service providers supporting ITSM operations.Develop and manage the 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.Lead the best sharing practices within the Managed Services.Focus on constant training and development of the operations teams.Responsible for contribution in the development of Governance Services IP.Requirements:Bachelor's degree in information technology, Computer Science, Business Administration, or related field (or equivalent work experience); Master's degree preferred.Proven experience (8+ years) 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 teamsWell conversant with MS Office (Outlook, Word, PowerPoint, Excel) and usage of the InternetTime management – Ability to meet deadlines and work under pressure.Self-motivated and able to work independently with limited supervisionFlexible on timings and willingness to work in an unstructured environmentFamiliarity with the tools, concepts, and methodologies of quality management.What We Offer:We offer a dynamic and collaborative work environment, opportunities for professional growth and development, and a competitive compensation package.At our company, we value diversity and inclusion, and we are committed to building a team that reflects a variety of backgrounds, perspectives, and skills. If you are a motivated and experienced IT service delivery expert who is passionate about driving transformational change and innovation, we encourage you to apply for this exciting opportunity.