IT Service Delivery Leadership Role

1 week ago

Bengaluru, Karnataka, India Ssquad Full time

Job Overview:

Ssquad is seeking an experienced IT Service Delivery Manager to oversee the delivery of high-quality IT services to internal and external stakeholders. As a key member of our team, you will be responsible for ensuring that IT services meet agreed-upon service levels, align with business goals, and adhere to industry best practices.

About the Role:

This role involves overseeing the end-to-end delivery of IT services, ensuring they meet defined SLAs and KPIs. You will develop and maintain service delivery plans and processes, monitor service performance, and identify areas for improvement. Additionally, you will act as the primary point of contact for clients regarding service delivery issues and escalations, building and maintaining strong relationships with stakeholders to ensure satisfaction and long-term engagement.

Responsibilities:

  • Service Delivery Management:
    • Oversight of end-to-end delivery of IT services, ensuring they meet defined SLAs and KPIs.
    • Development and maintenance of service delivery plans and processes.
    • Monitoring of service performance and identification of areas for improvement.
  • Client Relationship Management:
    • Acting as the primary point of contact for clients regarding service delivery issues and escalations.
    • Building and maintaining strong relationships with stakeholders to ensure satisfaction and long-term engagement.
    • Conducting regular service reviews with clients and internal teams.
  • Team Leadership:
    • Management and mentorship of service delivery teams, including L1, L2, and specialized engineers.
    • Assignment of tasks and responsibilities to team members based on skills and project requirements.
    • Fostering a culture of accountability, collaboration, and continuous improvement.
  • Incident and Problem Management:
    • Oversight of resolution of critical incidents, ensuring minimal impact on business operations.
    • Analysis of incident trends to identify root causes and prevent recurrence.
    • Implementation and refinement of processes for faster incident response and resolution.
  • Process Improvement:
    • Driving continuous improvement initiatives across IT service delivery processes.
    • Standardization and documentation of processes to ensure efficiency and scalability.
    • Leveraging ITIL frameworks and other best practices to optimize service delivery.
  • Vendor and Contract Management:
    • Management of relationships with third-party vendors and service providers.
    • Ensuring vendor performance aligns with contractual obligations and service expectations.
    • Participation in contract negotiations and renewals.
  • Budget and Resource Management:
    • Management of budgets related to IT service delivery, ensuring cost-effectiveness.
    • Allocation of resources efficiently to meet service and project demands.
  • Reporting and Metrics:
    • Generation of regular reports on service performance, highlighting achievements and areas for improvement.
    • Providing insights and recommendations to senior management based on data analysis.
  • Compliance and Security:
    • Ensuring IT services comply with regulatory requirements and organizational policies.
    • Collaboration with security teams to safeguard data and IT infrastructure.

Requirements:

To be successful in this role, you should have:

  • A Bachelor's degree in information technology, Computer Science, or a related field.
  • Minimum 8+ years in IT service delivery or IT management roles.
  • Proven experience in managing teams and working in client-facing environments.
  • Hands-on experience with incident, problem, and change management processes.

Preferred Qualifications:

We are looking for candidates with:

  • ITIL certification (Foundation or higher).
  • PMP or PRINCE2 for project management.
  • Technical certifications related to cloud platforms (e.g., AWS, Azure) or IT systems.

Location:

This role is initially based in Bangalore, with the possibility of relocation to Malaysia after completing a probationary period.

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