Service Delivery Manager
We are seeking an experienced Service Delivery Manager with over 10 years of relevant experience and a strong background in ITIL (Information Technology Infrastructure Library) practices. The successful candidate will be responsible for ensuring the efficient and effective delivery of IT services to meet customer expectations, drive continuous improvement, and maintain a high level of customer satisfaction.
Key Responsibilities:
- Service Delivery: Lead and oversee the delivery of IT services, ensuring they meet agreed-upon service level agreements (SLAs) and KPIs.
- Client Relationship Management: Build and maintain strong relationships with clients and stakeholders, acting as the main point of contact for service-related matters.
- ITIL Implementation: Apply ITIL best practices to establish and maintain effective IT service management processes, including incident management, problem management, change management, and service level management.
- Team Leadership: Manage and mentor a team of service delivery professionals, providing guidance, coaching, and performance feedback.
- Continuous Improvement: Identify opportunities for process improvement and drive initiatives to enhance service quality, efficiency, and cost-effectiveness.
- Escalation Management: Handle and resolve escalated service issues and incidents, ensuring timely and effective resolutions.
- Resource Management: Efficiently allocate resources, both human and technological, to meet service delivery demands while staying within budgetary constraints.
- Performance Monitoring: Monitor and analyze service performance metrics, proactively identifying areas for improvement and taking corrective actions as needed.
- Quality Assurance: Implement quality control measures to maintain high standards of service delivery and customer satisfaction.
- Vendor Management: Manage relationships with external vendors and service providers to ensure they meet contractual obligations and provide high-quality services.
- Risk Management: Identify and mitigate risks related to service delivery and develop contingency plans to ensure business continuity.
- Reporting: Generate regular reports on service delivery performance, customer feedback, and key metrics to present to senior management.
Qualifications:
- Bachelor's degree in a related field (e.g., Business Administration, Information Technology).
- ITIL certification is required.
- Minimum of 10 years of experience in service delivery management, with a focus on IT services.
- Strong leadership skills with the ability to lead and motivate cross-functional teams.
- Exceptional communication and interpersonal skills, with a customer-centric approach.
- Proven experience in process optimization and continuous improvement.
- Knowledge of industry best practices and emerging trends in IT service delivery.
- Ability to work under pressure and adapt to changing priorities.
- Project management experience is a plus.
Company Reg No.: 201131609D | License No.: 11C4684 | Bindu Suryaprakash
