IT Service Delivery Manager

1 week ago

tiruchirappalli, India beBeeServiceManagement Full time

Service Management SpecialistThis role focuses on delivering top-notch service management through efficient incident, problem, and change management processes.The ideal candidate will have a strong understanding of ITIL principles and experience with Freshservice configuration and automation.Key Responsibilities:Configure and maintain Freshservice modules including Incident, Problem, Change, Asset, and Service Catalog.Implement automation workflows and integrations with other enterprise tools.Process Optimization & Governance:Design and refine ITSM processes aligned with ITIL best practices.Ensure compliance, consistency, and continuous improvement across service management operations.Stakeholder Engagement:Collaborate with service desk, infrastructure, and application teams to gather requirements and deliver scalable solutions.Provide training and support to end-users and internal teams on Freshservice usage and enhancements.Reporting & Insights:Develop dashboards and reports to track KPIs, SLA adherence, and service performance.Analyze trends to identify improvement opportunities and reduce ticket resolution time.Innovation & Integration:Explore and implement new Freshservice features and third-party integrations to enhance platform capabilities.Support initiatives around self-service, knowledge management, and AI-driven support.Requirements:• 3–5 years of experience in ITSM roles, with at least 2 years hands-on experience in Freshservice administration and configuration.• Strong understanding of ITIL framework and service management principles.• Experience with automation, scripting, and API integrations within Freshservice.• Excellent problem-solving, communication, and stakeholder management skills.• Certifications in ITIL, Freshservice, or related platforms are a plus.

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