IT Service Delivery Manager

1 day ago

Chennai, Tamil Nadu, India beBeeLeadership Full time ₹ 15,00,000 - ₹ 18,00,000
Job Overview

We are seeking a seasoned IT service delivery expert to lead and enhance our IT service operations. As an IT Service Delivery Manager, you will oversee the daily operational activities of our support team, ensuring timely and effective resolution of incidents and service requests.

Your primary responsibility will be to implement and maintain ITIL best practices across various processes such as Incident Management, Problem Management, Change Management, Configuration Management, and Service Level Management. You will ensure that all operational activities align with defined IT service management (ITSM) frameworks and organizational policies.

Main Responsibilities:

  • Manage and lead the IT operations support team to deliver high-quality service support aligned with business objectives.
  • Implement and maintain ITIL processes to drive efficiency and service quality improvement.
  • Monitor and report on service performance and compliance against SLAs, driving continuous service improvement initiatives.
  • Collaborate with cross-functional teams to coordinate incident resolution and manage escalation processes.
  • Develop and maintain documentation, operational procedures, and workflows in accordance with ITIL standards.
  • Ensure capacity planning, availability management, and reliability of IT services.
  • Support IT audits and compliance requirements related to IT service management.
  • Provide training, coaching, and mentorship to support team members.
Required Qualifications:
  • ITIL Foundation certification is mandatory; ITIL 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 ITIL 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 IT infrastructure, networking, and cloud services is a plus.
Key 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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