Job Description

We are seeking an experienced and dedicated Service Delivery Manager for our IT Operations team. The ideal candidate will have a strong background in IT service delivery, excellent leadership skills, and a proven track record of managing and improving IT operations. This role requires a strategic thinker with the ability to manage complex projects, lead cross-functional teams, and ensure the highest level of service delivery to our clients.


Key Responsibilities:


• Service Delivery Management:
+ Oversee the delivery of IT services to ensure they meet business requirements and performance targets.
+ Develop and implement service delivery policies, standards, and procedures.
+ Ensure compliance with service-level agreements (SLAs) and key performance indicators (KPIs).
• Operations Management:
+ Manage day-to-day IT operations, ensuring optimal performance and reliability of IT systems and infrastructure.
+ Coordinate with various IT teams to ensure seamless service delivery and issue resolution.
+ Monitor and report on IT operational performance, identifying areas for improvement and implementing solutions.
• Team Leadership:
+ Lead, mentor, and develop a team of IT professionals, fostering a culture of continuous improvement and excellence.
+ Conduct regular performance reviews and provide feedback and coaching to team members.
+ Facilitate collaboration and communication between IT operations teams and other departments.
• Project Management:
+ Plan, execute, and oversee IT projects, ensuring they are completed on time, within budget, and to the required quality standards.
+ Manage project risks, issues, and changes, ensuring effective mitigation and resolution strategies.
+ Liaise with stakeholders to define project requirements and deliverables.
• Customer Relationship Management:
+ Act as the primary point of contact for clients regarding IT service delivery.
+ Build and maintain strong relationships with clients, understanding their needs and ensuring their satisfaction with IT services.
+ Address and resolve any service-related issues or escalations promptly.
• Identify new business opportunities and support Sales team.
• Continuous Improvement:
+ Identify opportunities to enhance service delivery processes and implement best practices.
+ Stay updated with the latest trends and technologies in IT service management.
+ Drive initiatives to improve operational efficiency and service quality.



Qualifications:


• Education: Bachelor's degree in Information Technology, Computer Science, or a related field. Master's degree preferred.
• Experience: 8+ years of experience in IT service delivery or IT operations, with at least 2-3 years in a leadership role.
• Certifications: ITIL, PMP, or other relevant certifications are highly desirable.


Skills and Competencies:


• Strong understanding of IT service management frameworks (e.g., ITIL) and best practices.
• Proven experience in managing IT operations and service delivery in a complex environment.
• Excellent leadership and team management skills.
• Strong project management skills, with the ability to manage multiple projects simultaneously.
• Exceptional customer service and relationship management skills.
• Excellent problem-solving and decision-making abilities.
• Strong communication and interpersonal skills, with the ability to interact effectively with clients, stakeholders, and team members.
• Ability to work under pressure and manage conflicting priorities.

#### Location: Bangalore


Email : careers@intuitorit.com