IT Service Delivery Excellence Leader

11 hours ago

Allahabad, Uttar Pradesh, India beBeeItManagement Full time ₹ 15,00,000 - ₹ 20,00,000

Job Purpose:

We are seeking a seasoned IT Service Delivery Manager to oversee the seamless delivery of IT services across our organization.

This role involves managing service operations, vendor relationships, SLAs, incident/problem/change management, and driving continuous improvement in service quality and efficiency.

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.
  • Understand the business requirement and solution implementation.
  • Technical assessments of end user application and hardware requirement.
  • Process Improvement: Identify and implement opportunities for service optimization and automation.
  • Maintain and improve the IT service catalogue and documentation.
  • Compliance & Governance: Ensure IT services comply with internal policies and external regulations.
  • Support audits and risk assessments related to IT service delivery.
  • Team Leadership: Mentor and guide service delivery team members.
  • Foster a culture of accountability, collaboration, and continuous learning.

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.

Requirements:

  • The ability to motivate and empower staff, creating a positive work environment that fosters creativity and innovation.
  • Strategic planning skills, including developing and implementing long-term goals and objectives.
  • Analytical and problem-solving skills, with the ability to identify and troubleshoot complex technical issues.

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