IT Service Delivery Manager

2 weeks ago

Anand, Gujarat, India beBeeOperations Full time ₹ 15,00,000 - ₹ 25,00,000

Job Overview

We are seeking an experienced Operations Support Manager to oversee and enhance IT service operations, ensuring the delivery of high-quality IT support aligned with business objectives.

The ideal candidate will manage daily operational activities, lead the support team, and implement best practices to improve efficiency and service quality.

Key Responsibilities:

  • Manage and lead the IT operations support team to deliver timely and effective resolution of incidents and service requests.
  • Implement and maintain processes such as Incident Management, Problem Management, Change Management, Configuration Management, and Service Level Management.
  • Ensure operational activities align with defined IT service management frameworks and organizational policies.
  • Monitor and report on service performance and compliance against SLAs, driving continuous service improvement.
  • Collaborate with cross-functional teams to coordinate incident resolution and manage escalation processes.
  • Conduct root cause analysis and develop preventive measures to minimize recurring issues.
  • Develop and maintain documentation, operational procedures, and workflows in accordance with standards.
  • Lead capacity planning, availability management, and ensure the reliability and stability of IT services.
  • Support audits and compliance requirements related to IT service management.
  • Provide training, coaching, and mentorship to support team members.
  • Act as a liaison between technical teams and business stakeholders to ensure clear communication and understanding of operational issues and solutions.

Required Qualifications:

  • Foundation certification is mandatory; Intermediate or Expert certification preferred.
  • Proven experience (10+ years) in IT operations management, service delivery, or support roles.
  • Strong knowledge and hands-on experience with IT service management practices.
  • Experience managing teams and driving operational excellence.
  • Excellent problem-solving skills and ability to manage multiple priorities.
  • Strong communication and interpersonal skills.
  • Familiarity with ITSM tools (e.g., ServiceNow, BMC Remedy, Cherwell).
  • Understanding of infrastructure, networking, and cloud services is a plus.

Desired Attributes:

  • Proactive and results-oriented with strong leadership qualities.
  • Ability to work under pressure and in a fast-paced environment.
  • Strong analytical skills and attention to detail.
  • Customer-focused mindset with a commitment to service quality.

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