Senior IT Service Delivery Manager

12 hours ago

Vellore, Tamil Nadu, India beBeeITSM Full time ₹ 18,00,000 - ₹ 21,00,000
Job Title: Senior IT Service Management (ITSM) Specialist Trainer

We are seeking a seasoned professional to oversee IT service delivery, process governance, and continual improvement. This role is designed for an individual who will not only manage ITSM practices but also train, mentor, and develop fresh graduates entering the IT services field.

The ideal candidate will bring expertise in ITIL frameworks, service delivery models, and enterprise ITSM tools, while fostering a learning environment that builds the next generation of IT service professionals.

  • Developed structured training programs for graduate trainees on ITSM principles, ITIL practices, and service delivery models.
  • Mentored and coached fresh graduates on incident, problem, change, release, and service request management.
  • Provided hands-on training in ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or equivalent.
  • Reviewed trainee work in ticket handling, escalation processes, and SLA adherence, providing constructive feedback.
  • Guided graduates in understanding service strategy, service design, service transition, service operations, and continual improvement.
  • Conducted workshops on root cause analysis, customer service excellence, and communication best practices.
  • Collaborated with HR and leadership teams to shape graduate onboarding, capability-building, and career path programs.
  • Supported continual improvement of ITSM processes and ensured alignment with organizational goals and industry standards.

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