Service Delivery Manager

2 days ago

Mumbai, Maharashtra, India beBeeServiceDelivery Full time ₹ 20,00,000 - ₹ 25,00,000

Job Summary

  • We are seeking an experienced Service Delivery Manager to oversee the daily operations of a service desk team.

Key Responsibilities:

  • Manage and prioritize service desk tickets, assigning tasks to team members and monitoring progress to meet SLA targets.
  • Develop and implement service desk processes and procedures to improve efficiency and customer satisfaction.
  • Train, mentor, and coach service desk staff to enhance their technical skills and customer service abilities.
  • Monitor service desk performance metrics and generate reports for management review.
  • Collaborate with other IT teams to escalate and resolve complex technical issues.
  • Maintain knowledge base and documentation for common user issues and resolutions.
  • Conduct regular performance evaluations for service desk staff and provide constructive feedback for improvement.

Requirements:

  • Bachelor's degree in Information Technology, Computer Science, or related field.
  • 5-6 years of experience in service desk management or IT support roles.
  • Proven experience in managing a team of service desk technicians.
  • Strong understanding of ITIL framework and service management principles.
  • Excellent communication and interpersonal skills, with the ability to interact effectively with users and stakeholders.
  • Experience with service desk ticketing systems and ITSM tools.
  • Knowledge of incident management, problem management, and change management processes.
  • Ability to prioritize and manage multiple tasks in a fast-paced environment.
  • Leadership qualities with a focus on teamwork and collaboration.

Technical Skills:

  • Service Desk Management
  • ITIL Framework
  • Incident Management
  • Problem Management
  • Change Management
  • Service Desk Ticketing Systems
  • ITSM Tools
  • Customer Relationship Management
  • Leadership and Team Management

Educational Qualifications: Bachelor's/Master's

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