Senior Service Delivery Manager - IT

About the Role:

- We are seeking a highly motivated and experienced Service Delivery Manager to lead and oversee the delivery of IT services to our clients/internal stakeholders.

- This role will be based in Vikhroli and requires a strong understanding of ITIL processes, excellent communication skills, and proven experience in managing IT operations and SLAs.

- The ideal candidate will have a technology background and a passion for delivering exceptional service.

Responsibilities:

- IT Service Management (ITSM): Implement and manage IT services according to ITIL best practices, ensuring alignment with business needs and service level agreements (SLAs).

- Incident Management: Oversee the incident management process, ensuring timely resolution of incidents and minimizing service disruptions.

- Design and implement escalation processes for critical incidents.

- Problem Management: Lead problem management activities, identifying root causes of recurring incidents and implementing permanent solutions.

- Change Management: Manage the change management process, ensuring that changes are implemented smoothly and with minimal impact on services.

- Stakeholder Management: Build and maintain strong relationships with key stakeholders, including clients/internal users, management, and technical teams.

- Communicate effectively at all levels, providing regular updates on service performance and addressing any concerns.

- SLA Management: Define, negotiate, and manage SLAs with clients/internal stakeholders.

- Monitor service performance against SLAs and take corrective actions when necessary.

- Report on SLA performance and identify areas for improvement.

- Resource Management: Manage resources effectively to ensure optimal service delivery.

- This may include assigning tasks, monitoring workloads, and coordinating with other teams.

- Ticketing System Management: Oversee the use of the ticketing system, ensuring accurate logging, tracking, and resolution of incidents and requests.

- Analyze ticket data to identify trends and areas for improvement.

- IT Operations Management: Contribute to the overall management of IT operations, ensuring the stability and availability of IT systems and services.