
IT Operations Excellence Manager
5 days ago
The IT Service Delivery Manager plays a crucial role in ensuring the seamless delivery of IT services across the organization. This includes managing service operations, vendor relationships, SLAs, incident/problem/change management, and driving continuous improvement in service quality and efficiency.
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.
- Understand the business requirement and solution implementation.
- Technical assessments of end-user application and hardware requirements.
- 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.
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