Senior Service Operations Leader

4 days ago

Hubli, Karnataka, India beBeeServiceDelivery Full time ₹ 1,00,00,000 - ₹ 1,50,00,000

About Hectae Analytics and Software Solutions is a digital transformation firm specializing in enterprise ITSM implementations, platform integrations, and service management optimization.

Our team seeks an experienced Service Delivery Manager to establish and lead our complete service delivery system from the ground up.

Key Responsibilities:
  • Develop, implement, and manage the end-to-end service delivery framework with high efficiency.
  • Establish and standardize business processes, SLAs, and best practices for seamless service operations.
  • Monitor and drive service quality, ensuring customer satisfaction and compliance through regular assessments and performance reports.
  • Act as the primary point of contact for clients on service delivery matters, fostering effective relationships and resolving issues promptly.
  • Collaborate closely with internal teams to ensure smooth service execution and exceptional client experiences.
  • Proactively identify risks, issues, and gaps in delivery, implementing corrective measures and driving continuous improvement initiatives.
  • Generate detailed reports on delivery performance, highlighting areas of improvement and opportunities for growth.
  • Provide expert guidance and mentorship to junior team members, promoting knowledge sharing and skill development across the organization.

Required Skills & Qualifications

  • At least 5 years of experience in service delivery, implementation, or related roles with a strong track record of success.
  • In-depth understanding of IT service management principles and industry-leading frameworks.
  • Hands-on experience in setting up systems and processes from scratch, with a focus on scalability and adaptability.
  • Experience with Freshservice or similar ITSM tools is highly desirable, but not mandatory.
  • Exceptional stakeholder management and client-facing skills, with the ability to articulate complex concepts clearly and persuasively.
  • Strong problem-solving, analytical, and organizational abilities, with a keen eye for detail and process improvements.
  • Effective communication skills, with the ability to collaborate seamlessly with cross-functional teams and external partners.
  • Certification in ITIL or related frameworks is preferred but not mandatory.

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