Service Delivery Expert

4 days ago

Kollam, Kerala, India beBeeDelivery Full time ₹ 2,00,00,000 - ₹ 2,50,00,000
Job Description

About us and the role:

We're looking for a professional to set up and lead our service delivery system from scratch.

This is an ideal role for someone with 5+ years of experience in ITSM delivery who can establish delivery frameworks, standardize processes, ensure service quality, and drive customer satisfaction.

  • Key Responsibilities:
  • Design and implement an end-to-end service delivery framework.
  • Establish and standardize processes, SLAs, and best practices for smooth service operations.
  • Monitor and drive service quality, ensuring customer satisfaction and compliance.
  • Act as the primary point of contact for clients on service delivery matters.
  • Collaborate internally with engineering, support, business analysts, and operations teams to ensure seamless service execution.
  • Proactively identify risks, issues, and gaps in delivery, and implement corrective measures.
  • Generate regular reports on delivery performance, efficiency, and improvement areas.
  • Mentor junior team members in delivery practices and standards.

Required Skills & Qualifications:

  • At least 5 years of experience in service delivery, implementation, or related roles.
  • A strong understanding of IT service management (ITSM) principles and delivery frameworks.
  • Hands-on experience in setting up systems and processes from scratch.
  • Prior experience with Freshservice or similar ITSM tools is highly desirable.
  • Excellent stakeholder management and client-facing skills.
  • Strong problem-solving, analytical, and organizational abilities.
  • Effective communication skills with the ability to articulate technical concepts clearly.
  • Certification in ITIL or related frameworks is preferred but not mandatory.

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