IT Service Excellence Director

1 day ago

Chennai, Tamil Nadu, India beBeeITdelivery Full time ₹ 90,00,000 - ₹ 1,50,00,000

We are seeking a seasoned Service Delivery Director to drive IT service excellence and align it with business objectives. The ideal candidate will have a strong track record in IT service delivery, client relationship management, and team leadership.

Key Responsibilities :

  • Ensure high-quality IT service delivery in accordance with SLAs and KPIs.
  • Monitor service performance and proactively address bottlenecks or escalations.
  • Manage the entire service lifecycle from onboarding to transition, stabilization, and ongoing support.
  • Drive incident, problem, change, and request management processes.
  • Serve as the primary interface between clients and the delivery team.
  • Engage regularly with clients to understand their needs, gather feedback, and ensure satisfaction.
  • Conduct service reviews, report on metrics, and recommend improvements.
  • Prepare and present regular reports on service delivery performance, SLA adherence, and risk assessments.

Requirements :

  • A minimum of 4 years of experience in IT service delivery, client servicing, or operations management.
  • Strong understanding of ITIL frameworks and ITSM tools.
  • Excellent project coordination, prioritization, and stakeholder management skills.
  • Experience handling customer escalations, managing cross-functional teams, and delivering in dynamic environments.
  • Proficient in data analysis, reporting, and metrics tracking.
  • Bachelor's degree in Information Technology, Computer Science, or related field.
  • Certifications such as ITIL v3/v4 Foundation, PMP/PRINCE2, Six Sigma/Lean, and Agile/Scrum knowledge are highly desirable.

We Offer :

  • A competitive compensation package.
  • Opportunities for career growth and professional development.
  • A dynamic and collaborative work environment.

About Us :

We are a leading organization in the IT industry, committed to delivering exceptional service quality and driving business value through our expertise.

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