IT Service Excellence Manager

1 week ago

Chennai, Tamil Nadu, India beBeeDelivery Full time ₹ 1,50,00,000 - ₹ 2,50,00,000

Job Title: Information Technology Service Delivery Manager

Job Purpose:

  • We are seeking a highly skilled IT service delivery manager to lead our team in ensuring the seamless delivery of IT services across the organization.

Key Responsibilities:

  • Service Management:
    • Oversee daily IT service operations ensuring adherence to SLAs and KPIs.
    • Lead Incident, Problem, Change, and Release Management processes.
    • Act as the primary escalation point for service-related issues.
  • Project & Program Delivery:
    • Manage scope, timelines, and delivery of IT projects using Agile, Waterfall, or Hybrid methodologies.
    • Collaborate with cross-functional teams to ensure successful implementation of IT solutions.
  • Vendor & Stakeholder Management:
    • Manage relationships with external IT service providers and vendors.
    • Conduct regular service reviews and performance evaluations.
  • Process Improvement:
    • Identify and implement opportunities for service optimization and automation.
    • Maintain and improve the IT service catalogue and documentation.
  • Compliance & Governance:
    • Ensure IT services comply with internal policies and external regulations.
    • Support audits and risk assessments related to IT service delivery.
  • Team Leadership:
    • Mentor and guide service delivery team members.
    • Foster a culture of accountability, collaboration, and continuous learning.

Required Skills and Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • Certifications: ITIL (mandatory)
  • 8+ years of experience in IT service delivery, with at least 3 years in a lead role.
  • Strong understanding of IT infrastructure, enterprise applications, and service management tools.
  • Excellent communication, stakeholder management, and problem-solving skills.

Preferred Experience:

  • Working knowledge of platforms like Office 365 suite.
  • Experience in managing hybrid environments (cloud and on-premise).

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