IT Service Delivery Manager

4 days ago

Navi Mumbai, Maharashtra, India beBeeProblemManager Full time ₹ 15,00,000 - ₹ 25,00,000

Job Description:

The primary goal of this role is to lead and manage IT service delivery teams, ensuring excellent service delivery and timely resolution of incidents and problems.

Responsibilities:

  • Manage the IT service delivery team, providing leadership, guidance, and coaching to ensure excellent service delivery.
  • Oversee the management of incidents and problems, ensuring timely resolution and minimal impact on customers.
  • Develop and manage service management processes, procedures, and documentation.
  • Understand and apply ITIL processes to ensure efficient service delivery.

Policies, Processes & Procedures:

Service Delivery and Improvement:

  • Ensure Service Level Agreements (SLAs) are met or exceeded and implement improvements to achieve higher levels of service quality.
  • Conduct regular service reviews with Internal IT to ensure satisfaction and identify areas for improvement.
  • Identify opportunities for service improvement and implement changes to increase efficiency and effectiveness.
  • Manage service delivery metrics, reporting, and analytics to measure performance and drive improvement.

Collaboration and Support:

  • Work closely with IT operations, service delivery, and other relevant departments to ensure alignment and effective incident management.
  • Support the problem team in analyzing recurring or high-severity incidents using tools like fishbone or 5-whys.

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