Delivery manager
2 weeks ago
Work Location – Vadodara
Experience – 11+ Years
Qualification – B. E/B. Tech/MCA
Position Summary:
As a Delivery Manager - IT Infra Operations, you will play a crucial role in ensuring the seamless delivery of service to client. Your responsibilities will span across Operation Management, project management, technical deliveries and performance tracking.
One of the key responsibilities of a service delivery manager is to make sure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective manner.
Maintaining high performance levels for service-related processes and implementing improvement activities wherever necessary.
Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
Ensuring the quality of Incident tickets, Change tickets, problem tickets. Leading the RCA initiatives within the team.
Excellent knowledge on ITSM processes and their lifecycle.
Taking accountability for service delivery performance, meeting customer expectations, and handling team.
Delivery Managers need strong interpersonal and communication skills to build and maintain relationships with client. They should be able to understand business requirements, manage expectations, and ensure client satisfaction throughout the service delivery process.
Should possess leadership qualities to guide and motivate their team members. This includes the ability to delegate tasks, provide clear directions, and inspire collaboration and teamwork.
While not always required to be hands-on with technical aspects, having a good understanding of IT systems, infrastructure, ITSM Process and emerging technologies can be valuable in understanding the service delivery landscape and effectively communicate with technical teams.
Role & Responsibilities
A minimum of 12 years of proven experience in IT Infrastructure and team management in a multi-Geography organization.
Create best practices and set up resources if and when required along with setting goals, offering feedback, and providing support as and when needed.
Managing technology infrastructure (Windows, Datacentre, Linux, Ubuntu, Storage System, Network, NOC etc.) and assets at across locations and coordinate with team to maintain and
Support to implement new processes, platforms, services, tracking, and driving efficiencies.
Look for the automation initiatives and drive them to closure.
Reporting: Weekly, Monthly and Quarterly for service delivery.
Work with NOC team to fine tune the infra alerts and set the guideline for actions.
Drive productivity and continuous improvement initiatives to improve efficiency in the workplace.
Connecting with key business stakeholders to understand their requirements and using this understanding to support design of solutions to ultimately support business.
Work closely with members of the team and other stakeholders to review and restructure processes and platforms to ensure we’re operating at scale
Deep understanding of service management principles, frameworks (such as ITIL), and best practices.
Must be able to coordinate well between teams and technical experts.
Ensure services are delivered efficiently and meet business needs.
Build strong interpersonal relationships with stakeholders.
Communicate effectively with stakeholders to understand their requirements and expectations.
Handle the escalation from other groups/Management.
Lead project teams responsible for service delivery.
Key Performance Indicator (KPI) Tracking:
Define and track KPIs related to service quality, response time, and customer satisfaction.
Use data-driven insights to make informed decisions and drive continuous improvement.
Proven experience in service delivery management.
Excellent communication and leadership skills
Flexible to work in different time zones.
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