IT Service Delivery Expert

2 days ago

Pune, Maharashtra, India beBeeDelivery Full time ₹ 1,80,00,000 - ₹ 2,50,00,000
Job Summary

A high-level job description for an IT Service Delivery Leader:

The leader is responsible for ensuring seamless IT service delivery across the organization. This includes managing service operations, vendor relationships, SLAs, incident/problem/change management, and driving continuous improvement in service quality and efficiency.

Key Responsibilities
  • Service Management:
    • Oversee daily IT service operations to ensure adherence to SLAs and 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.
  • 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.

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