IT Service Delivery Director

4 days ago

Bengaluru, Karnataka, India Ssquad Full time
Job Title: IT Service Delivery Director

Estimated Salary: ₹1500000 - ₹2500000 per annum

About the Role:

As an IT Service Delivery Director at S-squad, you will oversee the delivery of high-quality IT services to internal and external stakeholders. Your primary responsibility will be to ensure that IT services meet agreed-upon service levels, align with business goals, and adhere to industry best practices.

Key Responsibilities:

• Oversee end-to-end delivery of IT services, ensuring they meet defined SLAs and KPIs.
• Develop and maintain service delivery plans and processes.
• Monitor service performance and identify areas for improvement.

Client Relationship Management:

• Act as the primary point of contact for clients regarding service delivery issues and escalations.
• Build and maintain strong relationships with stakeholders to ensure satisfaction and long-term engagement.
• Conduct regular service reviews with clients and internal teams.

Team Leadership:

• Manage and mentor service delivery teams, including L1, L2, and specialized engineers.
• Assign tasks and responsibilities to team members based on skills and project requirements.
• Foster a culture of accountability, collaboration, and continuous improvement.

Incident and Problem Management:

• Oversee resolution of critical incidents, ensuring minimal impact on business operations.
• Analyze incident trends to identify root causes and prevent recurrence.
• Implement and refine processes for faster incident response and resolution.

Process Improvement:

• Drive continuous improvement initiatives across IT service delivery processes.
• Standardize and document processes to ensure efficiency and scalability.
• Leverage ITIL frameworks and other best practices to optimize service delivery.

Vendor and Contract Management:

• Manage relationships with third-party vendors and service providers.
• Ensure vendor performance aligns with contractual obligations and service expectations.
• Participate in contract negotiations and renewals.

Budget and Resource Management:

• Manage budgets related to IT service delivery, ensuring cost-effectiveness.
• Allocate resources efficiently to meet service and project demands.

Reporting and Metrics:

• Generate regular reports on service performance, highlighting achievements and areas for improvement.
• Provide insights and recommendations to senior management based on data analysis.

Compliance and Security:

• Ensure IT services comply with regulatory requirements and organizational policies.
• Collaborate with security teams to safeguard data and IT infrastructure.

For this role, we are looking for a highly experienced IT professional with a minimum of 8+ years in IT service delivery or IT management roles. The ideal candidate should have proven experience in managing teams and working in client-facing environments.

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