Neurones IT Asia | Information Technology Service Delivery Manager

2 weeks ago

bangalore, India Neurones IT Asia Full time
We are seeking a highly skilled and motivated SDM- IT to join our dynamic team.
Service Delivery Management:
Manage the end-to-end delivery of IT services, ensuring they meet defined service level agreements (SLAs) and key performance indicators (KPIs).
Act as the primary point of contact for stakeholders regarding IT service delivery issues and performance.
Drive continuous improvement initiatives to enhance service quality, reliability, and efficiency.
Team Leadership and Coordination:
Lead and mentor the IT service delivery team, including support engineers and coordinators.
Coordinate cross-functional teams to ensure seamless delivery of IT services.
Foster a collaborative and customer-focused team environment.
Incident and Problem Management:
Oversee the resolution of incidents, ensuring timely communication and effective problem-solving.
Identify root causes of recurring issues and implement corrective actions.
Monitor and report on incident trends and service disruptions.
Client and Stakeholder Engagement:
Build and maintain strong relationships with internal and external stakeholders.
Regularly review service performance with clients and address any concerns or feedback.
Ensure clear communication of service-related updates, risks, and initiatives.
Operational Excellence:
Monitor and manage the IT service delivery budget, optimizing resource allocation and cost efficiency.
Develop, implement, and maintain service delivery policies, procedures, and documentation.
Ensure compliance with IT governance and regulatory requirements.
Strategic Initiatives:
Collaborate with IT leadership to align service delivery with business goals and objectives.
Identify opportunities for process automation and the adoption of emerging technologies.
Lead projects to enhance IT service offerings and capabilities.
Experience:
8+ years of experience in IT service management or delivery roles, with at least 3 years in a leadership position.
Proven experience in managing IT operations, service desks, or infrastructure services.
Skills:
Strong knowledge of ITIL frameworks and processes (certification preferred).
Excellent problem-solving and decision-making abilities.
Strong interpersonal and communication skills, with the ability to interact with stakeholders at all levels.
Proficiency in service management tools (e.g., ServiceNow, BMC Remedy).
Familiarity with cloud platforms, virtualization, and IT security best practices.

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