Service Delivery Operations Manager

2 days ago

Mumbai, Maharashtra, India beBeeLeadership Full time ₹ 24,00,000 - ₹ 30,00,000

Key Leadership Role: Service Delivery Head

Job Summary:

Lead and manage IT Infrastructure service delivery operations across India, overseeing service towers such as NOC, SOC, Data Center, Cloud Operations, and End User Computing. Ensure client satisfaction, operational efficiency, SLA compliance, and continuous performance improvement at PAN India level.

  • Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
  • Ensuring systems, procedures, and methodologies are in place to support outstanding service delivery.
  • Managing accountability for service delivery performance, meeting customer expectations.
  • Developing strategies for optimizing third-party and internal processes to enhance service delivery.
  • Recommending methods of improvement and overseeing their execution.
  • Providing accurate and regular reports to management on performance of the service delivery.
  • Leading personnel management, including staff recruitment, performance assessment, training, and mentoring.
  • Building strong relationships with teams and stakeholders to facilitate effective communications.
  • Setting high-level performance benchmarks for access to IT Infrastructures.

As a primary advocate for key customers, ensure their needs are met throughout implementation and support lifecycle.

Drive customer satisfaction through proactive engagement, timely issue resolution, and continuous value delivery.

Establish long-term relationships with customers to enhance retention and growth opportunities.

Required Skills and Qualifications:

  • Proven track record of managing large-scale service delivery operations across India.
  • Expertise in IT Infrastructure domains: Data Center, Cloud, End-User Services, NOC, SOC, and ITSM.
  • Strong grasp of ITIL, ISO, and industry-standard service frameworks.
  • Excellent leadership, stakeholder management, and communication skills.
  • Strong commercial acumen and ability to manage financial resources effectively.

Preferred Certifications:

  • ITIL v4 Expert / PMP / Six Sigma.
  • Cloud certifications (Azure, AWS, or equivalent).
  • ISO 20000 / ISO 27001 familiarity.

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