IT Service Delivery Manager

14 hours ago

Aurangabad, Maharashtra, India beBeeCustomer Full time ₹ 18,00,000 - ₹ 25,20,000

Job Title: IT Service Delivery Manager

We are seeking a highly skilled and experienced IT Service Delivery Manager to lead our daily operations and drive service excellence. As a critical member of our team, you will be responsible for overseeing the delivery of high-quality support services to our customers.

The successful candidate will have a proven track record of managing teams, prioritizing tasks, and meeting service level agreements. Strong leadership skills, technical expertise, and excellent communication skills are essential for this role.

About the Role:

  • Lead daily operations for your assigned team of technical professionals
  • Manage shift scheduling, workload balancing, and real-time queue monitoring to ensure service level agreements (SLA) adherence
  • Provide guidance and support on complex or high-impact tickets escalated within your team
  • Monitor ticket quality, documentation standards, and user communication, providing coaching as needed
  • Conduct performance check-ins and promote professional development through mentoring and feedback
  • Ensure effective onboarding and ramp-up of new hires within your team
  • Drive adoption of knowledge articles and contribute to continuous improvement of support documentation
  • Analyze trends and recurring issues to identify training gaps or process improvement opportunities
  • Collaborate with peer Supervisors to ensure consistency in service delivery across teams
  • Partner with other support teams to streamline escalations and enhance resolution paths
  • Lead by example in customer interactions during peak demand or critical incidents

Key Skills and Qualifications:

  • Proven experience in leading teams and managing service delivery
  • Strong technical skills and knowledge of IT service management
  • Excellent communication and interpersonal skills
  • Ability to analyze data and make informed decisions
  • Strong problem-solving and conflict resolution skills

What We Offer:

We offer a competitive salary and benefits package, including health insurance, retirement savings plan, and paid time off. Additionally, we provide ongoing training and development opportunities to help you grow in your career.

How to Apply:

If you are a motivated and results-driven individual who is passionate about delivering exceptional customer service, please submit your application, including your resume and cover letter, to us.

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