IT Operations Excellence Specialist

4 days ago

Mysore, Karnataka, India beBeeService Full time ₹ 17,00,000 - ₹ 29,00,000
Job Overview

Our organization is seeking a highly skilled IT Service Assurance Manager to oversee the delivery of seamless IT services. This role plays a pivotal part in ensuring that our IT operations align with business objectives and meet regulatory requirements.

The IT Service Assurance Manager will be responsible for managing day-to-day operations as the central liaison between outsourced service providers and internal functional teams. They will build and sustain strong relationships with outsourced IT partners and vendors to ensure service levels are maintained.

Key Responsibilities:

  • Oversee global IT service delivery across various locations, including manufacturing plants, R&D centers, corporate offices, and international sites.
  • Manage day-to-day operations as central liaison between outsourced service providers and internal functional teams.
  • Build and sustain strong relationships with outsourced IT partners and vendors to ensure service levels are maintained.
  • Align IT services with evolving business priorities and communicate effectively across IT teams.
  • Proactively identify opportunities for service improvement and implement Service Improvement Plans (SIPs).
  • Conduct regular service reviews with IT service partners to assess performance and drive customer satisfaction improvements.
  • Lead and coordinate on-site service teams, including scheduling, task allocation, and performance monitoring.
  • Identify risks and issues in service delivery and implement timely corrective actions.
  • Coordinate with technical teams to ensure smooth implementation and ongoing support of services.
  • Manage escalations and ensure timely resolution of service issues.
  • Establish and manage Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for internal and external IT services.
Requirements

To be successful in this role, you should have a Bachelor's degree in computer science, Information Technology, or a related field. ITIL v4 certification is also required. Additionally, 10 years of experience in IT service delivery, with at least 3 years in a managerial role within the pharmaceutical or life sciences industry, is preferred.

Strong analytical and problem-solving abilities, excellent leadership and interpersonal skills, and effective communication and stakeholder management are essential qualities for this position.

Skills and Qualifications
  • Leadership and interpersonal skills.
  • Analytical and problem-solving abilities.
  • Effective communication and stakeholder management.
Benefits

As an IT Service Assurance Manager, you will have the opportunity to work in a dynamic environment and contribute to the success of our organization.

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