ITSM Service Delivery Manager Incident and Problem Management, SLA, Change Management

Work mode: Minimum 4 days in office

Required Skills:

Incident Management

Change Management

Job Description:

Service Delivery Management Oversee the end-to-end delivery of IT services ensuring alignment with business objectives and service level agreements (SLAs).

Act as the primary point of contact for stakeholders regarding IT service delivery and operational performance.

Monitor and report on service delivery metrics ensuring adherence to agreed-upon standards and timelines.

Incident and Problem Management Lead the resolution of critical incidents ensuring minimal disruption to business operations.

Conduct root cause analysis for recurring issues and implement preventive measures to avoid future occurrences.

Collaborate with technical teams to ensure timely resolution of incidents and problems.

Change and Release Management Manage IT changes and releases ensuring minimal impact on business operations.

Coordinate with cross-functional teams to plan test and implement changes effectively.

Ensure compliance with change management processes and policies.

Team Leadership and Collaboration.

Lead and mentor a team of IT operations professionals fostering a culture of accountability and continuous improvement.

Collaborate with cross-functional teams including infrastructure application development and business units to ensure seamless service delivery.

Drive team performance by setting clear goals providing regular feedback and supporting professional development.

Vendor and Stakeholder Management; manage relationships with third-party vendors and service providers to ensure high-quality service delivery.

Negotiate contracts and service agreements to achieve cost-effective solutions.

Act as a liaison between business stakeholders and IT teams to ensure alignment and effective communication.

Continuous Improvement Identify opportunities for process improvements and implement best practices to enhance service delivery.

Drive automation and innovation initiatives to improve operational efficiency and reduce costs.

Stay updated on industry trends and emerging technologies to ensure the organization remains competitive.

Risk and Compliance Management.

Ensure IT operations comply with regulatory requirements security standards and organizational policies.

Identify and mitigate risks associated with IT service delivery and operations.

Develop and maintain disaster recovery and business continuity plans.

Experiences: 8-10 years