IT Delivery Manager
4 weeks ago
Focus Edumatics Pvt Ltd is seeking a highly skilled IT Delivery Manager to drive Service Desk, Automation, and Strategic Systems Delivery functions within our global IT Operations organization. In this role, you will report to the IT Manager and be responsible for driving the development and implementation of IT service desk execution, leading automation initiatives, and overseeing the strategic delivery of IT enablement, systems, and services on a worldwide scale.
Key Responsibilities:- Excellent verbal and written communication skills
- Excellent organizational skills with the ability to multi-task
- Ability to troubleshoot a wide range of technical implementations
- Install, configure, upgrade, and monitor web served related software
- Manage, maintain, troubleshoot, and support our clients' network infrastructure
- Troubleshoot and utilize advanced Active Directory tools
- Advanced utilization of service-specific tools and technologies to deliver onsite and remote user support services
- Collaborate with various stakeholders, including business leaders, to understand their IT requirements and align IT services accordingly
- Source and maintain relationships with external vendors, ensuring they meet service-level agreements, security requirements/constraints, and provide high-quality services
- Monitoring the tier 3 support queue and evaluating the incidents logged
- Providing feedback on incidents that are missing information or that have been misassigned
- Managing the tier 3 support inbox and collaboration workspaces
- Managing the appropriate databases, applications, servers, or network ecosystems
- Maintaining the support environment for building and maintaining test environments and development spaces
- Offering proactive support through event management and other monitoring activities
- Minimum 4-5 years leading Global IT Support and Delivery organizations
- Experience in IT Transformation, specifically manual to automated for large Organizations with a heavy remote workforce
- Experience scaling in Turnaround and Growth Stage Business with plans to grow 6 –8x by 2028
- Bachelor's degree in IT, Computer Science, or a related field
- Proven experience in IT leadership roles with a focus on service desk, automation, and strategic delivery
- Strong knowledge of IT Service Management (ITSM) frameworks and best practices
- Familiarity with Business Process design and development
- Experience with ISO 27001 and SOC 2 Type 2 compliance management and maintenance/audit
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