Senior Service Delivery Director

2 weeks ago

Pushkar, Rajasthan, India beBeeService Full time ₹ 60,00,000 - ₹ 1,00,00,000
Service Delivery Leadership Opportunity

We are seeking a highly experienced Service Delivery Manager to spearhead the development and execution of our comprehensive service delivery system.

This role is ideal for a seasoned professional with 5+ years of experience in ITSM delivery who can establish robust delivery frameworks, standardize processes, ensure exceptional service quality, and drive customer satisfaction.

  • Develop and manage the end-to-end service delivery framework, ensuring seamless integration across teams.
  • Establish and standardize processes, SLAs, and best practices for efficient service operations.
  • Monitor and drive service quality, ensuring customer satisfaction and compliance, while identifying areas for improvement.
  • Serve as the primary point of contact for clients on service delivery matters, fostering strong relationships and resolving issues promptly.
  • Collaborate closely with internal teams (engineering, support, business analysts, and operations) to guarantee smooth service execution.
  • Proactively identify risks, issues, and gaps in delivery, implementing corrective measures to maintain high standards.
  • Generate regular reports on delivery performance, efficiency, and improvement areas, providing actionable insights for strategic decision-making.
  • Mentor and guide junior team members in delivery practices and standards, promoting knowledge sharing and growth.

Required Skills & Qualifications:

  • 5+ years of experience in service delivery, implementation, or related roles, with a proven track record of success.
  • A deep understanding of IT service management (ITSM) principles and delivery frameworks, with hands-on experience in setting up systems and processes from scratch.
  • Prior experience with Freshservice or similar ITSM tools (e.g., ServiceNow, Jira Service Management, Zendesk) is highly desirable, along with excellent stakeholder management and client-facing skills.
  • Strong problem-solving, analytical, and organizational abilities, coupled with effective communication skills to articulate technical concepts clearly.
  • Certification in ITIL or related frameworks is preferred but not mandatory.

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