IT Service Management Lead

1 day ago

Indore, Madhya Pradesh, India beBeeServiceDelivery Full time ₹ 20,00,000 - ₹ 25,00,000
Service Delivery Manager

About the Role:

This is an exciting opportunity to join our team as a Service Delivery Manager. As a seasoned IT professional with a proven track record of managing large technical teams, you will be responsible for leading our service delivery operations.

Main Responsibilities:

  • Own end-to-end service delivery for assigned accounts, ensuring adherence to SLAs, KPIs, and quality standards.
  • Lead incident, problem, and change management processes, ensuring service stability and customer satisfaction.
  • Conduct regular service reviews, prepare performance reports, and handle customer escalations with a solution-oriented approach.
  • Manage and mentor a cross-functional team of 50-80+ engineers and team leads across service desk, infrastructure, end-user support, network, and cloud.
  • Drive team performance through clear objectives, regular feedback, and career development plans.

Key Skills and Qualifications:

  • 15+ years of experience in IT service delivery, with at least 4+ years in a leadership role managing large technical teams.
  • Strong background in team leadership, conflict resolution, and performance management.
  • Proven experience managing enterprise clients in a Managed Services or IT Outsourcing environment.
  • Expertise in ITIL processes (certification preferred), with a strong understanding of SLA-driven delivery.
  • Experience in leading offshore delivery teams and multi-location support models.
  • Excellent communication, stakeholder management, and analytical skills.

Benefits:

  • A competitive salary and benefits package.
  • Ongoing training and development opportunities.
  • A collaborative and dynamic work environment.

Please note:

We are an equal opportunities employer and welcome applications from all qualified candidates.

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