IT Service Delivery Manager

1 week ago

Navi Mumbai, Maharashtra, India beBeeitManagement Full time

Job Title: IT Service Delivery Manager

A key member of the IT team, this role oversees the delivery of high-quality IT services to meet business objectives.

Main Responsibilities:

  • Oversee the helpdesk ticketing system to ensure timely logging, resource allocation, tracking, follow-up, and resolution of technical issues.
  • Monitor and enforce defined SLAs for response and resolution times to maintain service level agreements.
  • Evaluate complex issues according to the escalation matrix and priority level for effective issue resolution.

Team Supervision & Coordination:

  • Manage day-to-day activities of the IT support team to ensure optimal performance.
  • Guarantee appropriate staffing levels and efficient task allocation to meet service demands.
  • Provide guidance and support to the IT team to enhance service quality and efficiency.

End-User & Interdepartmental Communication:

  • Serve as a liaison between IT and end-users to facilitate smooth communication.
  • Collaborate with HR for IT-related activities during employee onboarding and exit through HRMS.
  • Work with Purchase and Finance teams for procurement-related coordination to support business operations.

Documentation & SOP Development:

  • Contribute to creating and maintaining IT standard operating procedures (SOPs), documentation, FAQs, help sheets, and user guides.
  • Keep documentation updated to support users and internal staff in their tasks and responsibilities.

Procurement & Asset Management:

  • Generate SAP requisitions and record goods/service receipts for IT-related procurements.
  • Oversight of the IT asset lifecycle from procurement to disposal.
  • Maintain accurate records of IT assets and generate regular reports for management review.

Performance Tracking & Reporting:

  • Monitor helpdesk KPIs and generate performance reports for management review to track service quality.
  • Ensure continuous improvement in customer satisfaction by providing regular status updates.

Key Qualifications:

  • Strong knowledge of helpdesk ticketing systems and IT support tools.
  • Effective time management and task prioritization under pressure.
  • Strong team collaboration, planning, and communication skills.
  • Patience, empathy, and a keen interest in learning new technologies.

Benefits:

This role offers a stimulating work environment with opportunities for growth and development. We are committed to supporting our employees in achieving their career goals and contributing to the success of our organization.

Why Apply:

This is an exciting opportunity to join a dynamic team and contribute to delivering exceptional IT services. If you have a passion for IT and a drive to succeed, we encourage you to apply.

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