Leading IT Service Delivery Specialist

21 hours ago

Kottayam, Kerala, India beBeeQuality Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

About the Role: IT Service Assurance Manager

We oversee global IT service delivery, managing day-to-day operations and serving as central liaison between outsourced providers and internal teams to drive business success and ensure high-quality solutions.

About the Job:

  • We build strong relationships with vendors to maintain service levels, resolve issues promptly, and meet contractual commitments for smooth IT service implementation.
  • We align IT services with evolving business priorities and communicate effectively with IT teams to achieve strategic goals.
  • We proactively identify opportunities for improvement, implementing Service Improvement Plans (SIPs) to sustain or enhance performance and efficiency.
  • We lead on-site service teams, including scheduling, task allocation, and performance monitoring to ensure quality delivery.
  • We identify risks and implement corrective actions to minimize service disruptions.
  • We coordinate technical teams for smooth implementation and ongoing support of services, maintaining high standards of quality and customer satisfaction.
  • We manage escalations and ensure timely resolution of service issues, reducing downtime and increasing productivity.
  • We establish Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for internal and external IT services to measure performance and improve processes.
  • We collaborate with stakeholders across departments to understand business requirements and develop effective solutions.
  • We manage vendor relationships and third-party providers, ensuring seamless integration and cooperation.
  • We oversee incident, problem, change management, and other ITIL processes in alignment with the ITIL framework to maintain consistency and compliance.

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