IT Service Excellence Leader

1 week ago

Salem, Tamil Nadu, India beBeeServiceDelivery Full time ₹ 20,00,000 - ₹ 25,00,000
Information Technology Service Delivery Expert

The role of Information Technology Service Delivery Manager is to ensure the seamless delivery of IT services across the organization. This encompasses managing service operations, vendor relationships, SLAs, incident/problem/change management, and driving continuous improvement in service quality and efficiency.

Key Responsibilities

  • Manage daily IT service operations to ensure adherence to SLAs and KPIs.
  • Lead Incident, Problem, Change, and Release Management processes.
  • Act as the primary escalation point for service-related issues.
  • 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.
  • Manage relationships with external IT service providers and vendors.
  • Conduct regular service reviews and performance evaluations.
  • Understand business requirements and solution implementation.
  • Perform technical assessments of end-user applications and hardware requirements.
  • Identify and implement opportunities for service optimization and automation.
  • Maintain and improve the IT service catalogue and documentation.
  • Ensure IT services comply with internal policies and external regulations.
  • Support audits and risk assessments related to IT service delivery.
  • Mentor and guide service delivery team members.

Requirements

  • 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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