IT Service Operations Director

3 hours ago

Ghaziabad, Uttar Pradesh, India beBeeServiceDelivery Full time ₹ 1,50,00,000 - ₹ 2,50,00,000
Job Title: Information Technology Service Delivery Manager

The IT service delivery manager is responsible for overseeing the daily operations of IT services across departments, ensuring seamless delivery and managing vendor relationships.

Key Responsibilities include:

  • Service Management:
  • Ensure adherence to service level agreements (SLAs) and key performance indicators (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 business requirements and solution implementation.
  • 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.

Preferred Experience:

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

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