Service Delivery Lead

2 months ago


Navi Mumbai, India Jio Full time

Job Accountabilities (duties and responsibilities):

  • Manage overall operations and is responsible for the effective and successful management of the Incidents and the requests logged
  • Provide technical expertise and fault resolution in order to ensure that all incidents and requests are actioned and resolved within agreed SLAs.
  • Handle all types of escalations
  • Ensure that departmental Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are met.
  • IT Infra budgeting and Cost Management for both CAPEX and OPEX
  • Stakeholder Management to provide seamless services to business
  • Manage quality operations with knowledge of ITIL processes


Skills Required:

  • Effective communicator with good interpersonal and analytical skills
  • Experience in administering strong technical knowledge in troubleshooting Windows & IOS platforms;
  • Good working Knowledge of Networking, Active Directory, Exchange, MDM and Microsoft products like SCCM etc.
  • Knowledge of ITIL processes


Experience & Qualifications:

  • MBA-IT/ BE / BTech or Equivalent
  • 15+ years of experience
  • ITIL Course
  • Experience of service Delivery
  • People Management & Vendor Management
  • Knowledge of latest IT technologies
  • Sound knowledge of End User computing




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