Job Description

Job Title:Manager- IT Service Delivery LeadJob GradeG10Function:ITSub-function:IT InfrastructureLocation:MumbaiNo. of Direct Reports (if any)2-3Job SummaryThe IT Service Delivery Lead plays a crucial role in ensuring the effective and efficient delivery of IT services within the organization. This position involves overseeing IT service operations, governance, SLA (Service Level Agreement) management, and overall IT service quality. The individual in this role will collaborate with various teams to drive continuous improvement and ensure that IT services align with organizational objectives.Areas Of ResponsibilityKey Responsibilities:Service Delivery Management:

• Manage and coordinate the delivery of IT services to meet the needs of internal and external stakeholders.

• Ensure that IT services are delivered in accordance with agreed-upon SLAs and quality standards.

• Collaborate with cross-functional teams to address and resolve service delivery issues promptly.

Governance and Compliance:

• Establish and maintain IT service delivery governance frameworks, policies, and procedures.

• Ensure compliance with regulatory requirements and industry best practices.

• Conduct regular audits and assessments to identify and mitigate potential risks.

SLA Management:

• Define, monitor, and manage SLAs for IT services in collaboration with business units.

• Track SLA performance and implement corrective actions as needed.

• Work with stakeholders to negotiate and update SLAs based on evolving business needs.

IT Operations:

• Oversee day-to-day IT operations to ensure the reliability and availability of systems and services.

• Implement and improve operational processes to enhance efficiency.

• Lead incident management and resolution activities, minimizing downtime and impact on users.

• Continuous Improvement:

• Identify opportunities for process improvement and automation within IT service delivery.

• Drive initiatives to enhance the overall quality and efficiency of IT services.

• Foster a culture of continuous improvement and innovation within the IT team.

Travel EstimateModerateJob ScopeInternal Interactions (within the organization)-External Interactions (outside the organization)-Geographical Scope-Financial Accountability (cost/revenue with exclusive authority)-Job RequirementsEducational QualificationBachelor\'s degree in Information Technology, Computer Science, or a related field.Specific CertificationITIL V3Experience8-10 yearsSkill (Functional & Behavioural):

• Proven experience in IT service delivery management, governance, SLA management, and IT operations.

• Strong understanding of ITIL framework and best practices.

• Excellent communication and interpersonal skills.

• Ability to collaborate with diverse teams and stakeholders.

• Analytical mindset with a focus on problem-solving.

• Project management skills and experience.

Disclaimer: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees as assigned to this job. Nothing herein shall preclude the employer from changing these duties from time to time and assigning comparable duties or other duties commensurate with the experience and background of the incumbent(s).

Sun Pharmaceutical Industries