IT Service Delivery Expert

14 hours ago

Anand, Gujarat, India beBeeServiceManagement Full time ₹ 20,00,000 - ₹ 25,00,000

Job Summary

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This role oversees the delivery of IT services, ensuring seamless operation and adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). The incumbent will manage daily service operations, vendor relationships, incident/problem/change management, and drive continuous improvement in service quality and efficiency.

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Key Responsibilities

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  • Service Management: Oversee daily IT service operations to ensure compliance with SLAs and KPIs.">
  • Lead Incident, Problem, Change, and Release Management processes.">
  • Act as 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 business requirements and solution implementation.">
  • Technical assessments of end-user applications and hardware requirements.">
  • Process Improvement: Identify and implement opportunities for service optimization and automation.">
  • Maintain and improve the IT service catalog 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.">
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Qualifications & Skills

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  • 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.">
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