IT Service Excellence Director

7 days ago

Aligarh, Uttar Pradesh, India beBeeIT Full time ₹ 15,00,000 - ₹ 20,10,000
IT Service Delivery Manager Job Description

The role of the IT Service Delivery Manager is a crucial one, ensuring seamless delivery of IT services across the organization.

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

  • Service Management: Oversee daily IT service operations ensuring adherence to SLAs and KPIs.
  • Incident/Problem/Change/Release Management: Lead these processes to ensure timely resolution and minimize disruptions.
  • Vendor & Stakeholder Management: Manage relationships with external IT service providers and vendors to achieve optimal results.
  • Project & Program Delivery: Manage scope, timelines, and delivery of IT projects using Agile, Waterfall, or Hybrid methodologies.
  • Process Improvement: Identify and implement opportunities for service optimization and automation.

To succeed in this role, you will need:

  • A 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.

Preferred qualifications include:

  • Working knowledge of platforms like Office 365 suite.
  • Experience in managing hybrid environments (cloud and on-premise).

Job requirements include coordinating cross-functional teams, developing strategic partnerships, and implementing process improvements.

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