IT Service Delivery Executive

1 day ago

Indore, Madhya Pradesh, India beBeeService Full time ₹ 1,50,00,000 - ₹ 2,50,00,000

Job Overview:

 

The Service Delivery Director is responsible for overseeing the end-to-end service delivery for assigned clients. This includes ensuring adherence to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality standards.

 

Key responsibilities include leading incident, problem, and change management processes to ensure service stability and client satisfaction. Regular service reviews are conducted, and performance reports are prepared along with handling client escalations in a solution-oriented approach.

 

Team and people management involves managing and mentoring a cross-functional team of engineers and team leads across service desk, infrastructure, end-user support, network, and cloud. Team performance is driven through clear objectives, regular feedback, and career development plans.

 

Strategic planning and governance involve implementing best practices aligned with ITIL standards to improve service maturity. Process gaps are identified and automation and efficiency initiatives are driven. Collaboration with internal stakeholders for resource planning, transitions, and service expansions is required.

 

Client engagement and reporting involve serving as the primary delivery interface for clients. Strong relationships are maintained with key stakeholders, and proactive communication and transparency are driven. Monthly and quarterly service performance metrics and action plans are presented.

 

Requirements:

 

− 15+ years of experience in IT service delivery with at least 4+ years in a leadership role managing large technical teams.

 

− Strong background in team leadership, conflict resolution, and performance management.

 

− Proven experience managing enterprise clients in a Managed Services or IT Outsourcing environment.

 

− Expertise in ITIL processes (certification preferred) with a strong understanding of SLA-driven delivery.

 

− Experience in leading offshore delivery teams and multi-location support models.

 

− Excellent communication, stakeholder management, and analytical skills.

 

Qualifications:

 

− Bachelor's degree in Computer Science, Information Technology, or a related field (Master's preferred).

 

− ITIL v3/v4 Foundation is required (Intermediate/Expert or PMP is a plus).

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