
Operational Excellence Lead
18 hours ago
About our analytics and software solutions, a digital transformation firm specializing in enterprise ITSM implementations and service management optimization.
We are seeking a Service Delivery Manager to set up and lead our complete service delivery system from the ground up.
This role is ideal for a professional with 5+ years of experience in ITSM delivery who can establish delivery frameworks, standardize processes, ensure service quality, and drive customer satisfaction.
Key Responsibilities- Design, Implement, and Manage End-to-End Service Delivery Frameworks
- Establish and Standardize Processes, SLAs, and Best Practices for Smooth Service Operations
- Monitor and Drive Service Quality, Ensuring Customer Satisfaction and Compliance
- Act as the Primary Point of Contact for Clients on Service Delivery Matters
- Collaborate with Internal Teams to Ensure Seamless Service Execution
- Proactively Identify Risks, Issues, and Gaps in Delivery, and Implement Corrective Measures
- Generate Regular Reports on Delivery Performance, Efficiency, and Improvement Areas
- 5+ Years of Experience in Service Delivery, Implementation, or Related Roles
- Strong Understanding of IT Service Management Principles and Delivery Frameworks
- Hands-On Experience in Setting Up Systems and Processes from Scratch
- Prior Experience with Freshservice or Similar ITSM Tools is Highly Desirable
- Excellent Stakeholder Management and Client-Facing Skills
- Strong Problem-Solving, Analytical, and Organizational Abilities
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