Information Systems Delivery Director

1 day ago

Kollam, Kerala, India beBeeITLeader Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Job Overview

The IT Service Delivery Manager plays a pivotal role in ensuring the seamless delivery of IT services across the organization. This includes managing service operations, vendor relationships, SLAs, incident/problem/change management, and driving continuous improvement in service quality and efficiency.

The Lead – IT Service Delivery is responsible for overseeing daily IT service operations, ensuring adherence to SLAs and KPIs. This involves leading Incident, Problem, Change, and Release Management processes, acting as the primary escalation point for service-related issues.

The role also encompasses managing scope, timelines, and delivery of IT projects using Agile, Waterfall, or Hybrid methodologies. Collaborating with cross-functional teams ensures successful implementation of IT solutions.

In addition, the IT Service Delivery Manager manages relationships with external IT service providers and vendors. Regular service reviews and performance evaluations are conducted to ensure compliance with internal policies and external regulations.

Key Responsibilities
  • Service Management:
  • Oversee daily IT service operations ensuring adherence to SLAs and KPIs.
  • Lead Incident, Problem, Change, and Release Management processes.
  • Act as the primary escalation point for service-related issues.
  • Project & Program Delivery:
  • Manage scope, timelines, and delivery of IT projects using Agile, Waterfall, or Hybrid methodologies.
  • Collaborate with cross-functional teams to ensure successful implementation of IT solutions.
  • Vendor & Stakeholder Management:
  • Manage relationships with external IT service providers and vendors.
  • Conduct regular service reviews and performance evaluations.
Qualifications & Skills
  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • Certifications: ITIL (mandatory)
  • 8+ years of experience in IT service delivery, with at least 3 years in a lead role.
  • Strong understanding of IT infrastructure, enterprise applications, and service management tools.
  • Excellent communication, stakeholder management, and problem-solving skills.
Preferred Experience
  • Working knowledge of platforms like Office 365 suite.
  • Experience in managing hybrid environments (cloud and on-premise).

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