Global IT Service Delivery Director

5 days ago

Mumbai, Maharashtra, India ElementSkill Full time

**Delivering Exceptional IT Service Delivery at ElementSkill**

We're seeking an accomplished IT Service Manager to drive the success of our Directory & Authentication Services team. As a seasoned professional, you'll bring a wealth of experience in IT service delivery, with a strong focus on Directory & Authentication Services, Identity & Access Management (IAM), and Privileged Access Management (PAM).

About the Opportunity:

This is a unique chance to join a dynamic and collaborative company that's dedicated to delivering exceptional IT service delivery. As our ideal candidate, you'll possess a deep understanding of ITIL, IT Service Management, COBIT, and DevOps principles, with expertise in Directory & Authentication Services, Identity & Access Management (IAM), and Privileged Access Management (PAM).

Responsibilities:

  • Service Management & Delivery: Develop and execute strategies to enhance service delivery, ensuring high-quality outcomes and customer satisfaction.
  • Process Execution & Automation: Design and implement optimized IT Service Management processes to streamline service operations and improve efficiency.
  • Stakeholder Collaboration: Foster strong relationships with internal stakeholders, including Business Engagement & Architecture Teams, to ensure aligned services and strategic objectives.
  • Incident & Request Management: Develop and implement incident response plans and service request execution procedures to minimize downtime and maximize productivity.
  • Performance Monitoring & Reporting: Establish and maintain robust performance metrics, tracking service health, SLAs, OLAs, and KPIs to identify areas for improvement.
  • Vendor & Contract Management: Oversee external partnerships, negotiate contracts, and drive deliverables to ensure successful collaboration and optimal value realization.
  • Security & Compliance: Develop and implement security policies, standards, and best practices related to Directory & Authentication, Identity & Access Management (IAM), and Privileged Access Management (PAM).
  • Documentation & Governance: Maintain accurate and comprehensive service documentation, knowledge base articles, and operational handbooks to support informed decision-making.
  • Budget & Financial Control: Collaborate with financial teams to develop and manage budgets, ensuring accurate expense reporting and optimal resource allocation.
  • Technology & Process Improvement: Stay abreast of emerging technologies and industry trends, applying knowledge to drive innovation and process enhancements.
  • Collaboration & Escalation Management: Provide expert guidance and support to colleagues, escalating issues when necessary to ensure timely resolution and minimal disruption.

Requirements:

  • Proven experience in IT Service Delivery, preferably in an international environment.
  • Extensive knowledge of ITIL, IT Service Management, COBIT, and DevOps principles.
  • Strong expertise in Directory & Authentication Services, Identity & Access Management (IAM), and Privileged Access Management (PAM).
  • Experience with Active Directory, Microsoft Entra, PKI, Radius, and Conditional Access.
  • Superior problem-solving, analytical, and organizational skills.
  • Ability to work effectively in a global, virtual team environment and travel as required.
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