IT Service Delivery Leader

4 days ago

Mumbai City Navi Mumbai Mumbai, India beBeeServiceDelivery Full time ₹ 15,00,000 - ₹ 20,00,000

Job Description:

We are seeking an experienced IT service delivery leader to join our team. As a key member of the organization, you will be responsible for managing the IT service delivery team, providing leadership, guidance, and coaching to ensure excellent service delivery.

  • Manage the IT service delivery team, providing leadership, guidance, and coaching to ensure excellent service delivery.
  • Oversee the management of incidents, problems, ensuring timely resolution and minimal impact on customers.
  • Develop and manage service management processes, procedures, and documentation.
  • Have a thorough understanding of the Information Technology Infrastructure Library (ITIL) process.

Responsibilities & Key Performance Indicators:

The successful candidate will be responsible for overseeing the management of incidents, problems, ensuring timely resolution and minimal impact on customers. They will also be responsible for ensuring Service Level Agreements (SLAs) are met or exceeded and implementing improvements to achieve higher levels of service quality.

  • Ensure SLAs are met or exceeded and implement improvements to achieve higher levels of service quality.
  • Conduct regular service reviews with Internal IT to ensure satisfaction and identify areas for improvement.
  • Identify opportunities for service improvement and implement changes to increase efficiency and effectiveness.
  • Manage service delivery metrics, reporting, and analytics to measure performance and drive improvement.
  • Be responsible for overseeing and managing high-impact incidents within an organization.
  • Work closely with IT operations, service delivery, and other relevant departments to ensure alignment and effective incident management.
  • Understand and support problem teams to analyze recurring high-severity incidents using tools such as fishbone or 5-whys.

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