Service Delivery Manager

Overview

As a Service Delivery Manager, Service Leadership, you are responsible for overseeing IT infrastructure services, ensuring alignment with ITSM/ITIL methodologies, and maintaining service availability and performance. This role involves managing diverse IT teams, responding to incidents, implementing service continuity measures, and driving process improvements. You will also handle customer relations, mentor junior team members, and lead database and system performance monitoring. Additionally, you will support proposal preparation, certification attainment, and technical project management to enhance operational efficiency.

Responsibilities:

Service Management & Operations

. Ensure the team conducts health checks, application monitoring, and incident resolution.

. Track and resolve reported incidents to closure.

. Align or enhance ITSM/ITIL methodologies in daily operations (e.g., Change, Incident, Problem, Release Management & CMDB).

. Monitor and measure system performance and availability, implementing corrective actions as needed.

. Ensure service levels meet requirements and implement action plans when necessary.

Technical Leadership & Project Management

. Gather business/application requirements and plan, design, install, test, and implement systems.

. Lead and manage IT teams, including helpdesk, desktop, operators, systems, network, middleware, and database teams.

. Provide technical project management and mentor junior team leads and engineers.

. Lead and manage database changes through the change request process.

. Monitor and optimize database performance and availability.

Customer & Stakeholder Management

. Provide timely updates on incident resolutions and status reports to relevant parties.

. Maintain good customer service and manage customer relationships effectively.

. Assist in proposal preparation and solution presentations.

Business Continuity & Compliance

. Implement service continuity measures, including backup/restore procedures and disaster recovery plans.

. Create and maintain comprehensive documentation for facility management (FM) operations.

. Attain key certifications for partnerships with major vendors.

Requirements:

Qualifications & Experience:

. Educational Qualification: Degree or higher.

. Years of IT Experience: 5-8 years.

. Strong experience in IT Service Management, aligned with ITIL frameworks.

. Technical project management experience with leadership responsibilities.

. Experience managing large, diverse IT teams (helpdesk, systems, network, middleware, database, etc.).

. Proven ability to monitor and optimize system performance and service availability.

Skills & Certifications:

. Mandatory: ITIL IT Service Management certification.

. Preferred: PMP, CITPM certification.

. Strong expertise in ITSM/ITIL methodologies (Change, Incident, Problem, Release Management & CMDB).

. Ability to lead and mentor junior team leads and engineers.

. Excellent customer service and stakeholder management skills.

. Strong analytical, troubleshooting, and problem-solving abilities.

Kshama

Registration No. / Unique Entity Number: 199801439D

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